Customer Experience & Community Relations
At a glance
Mid-level role at Featherless AI. Remote, Australia · full-time · A$85,000–A$103,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Handle website chat and support email, diagnosing issues and getting users clear answers quickly
- Keep Discord useful by welcoming newcomers, answering shared questions, and preventing conversations from stalling
- Publish model news, product changes, and incident updates for the community
- Track unresolved cases, involve engineering for platform bugs, and update users through resolution
- Summarize user requests and pain points weekly for Growth and Product, and pass promising accounts to BDRs with context
What you bring
- You have one to three years in technical support, community work, or developer relations; self-taught routes count
- You have hands-on experience running open models locally, on a GPU, or through an API
- You can support API troubleshooting as well as creator questions about sampler settings and model personality
- You write concise, warm English and can work independently across time zones
Who this fits
This suits someone comfortable supporting both developers and creators, with most of the work happening in written conversations. You’ll work independently across time zones and use AI tools to manage support volume without lowering quality. The role is remote in Australia.
From the employer
About Featherless
Featherless.ai is building the world's most reliable open-model inference platform — a serverless foundation for deploying and scaling AI without infrastructure overhead.
We raised a $20M Series A, co-led by AMD Ventures and Airbus Ventures, with participation from BMW i Ventures, Kickstart Ventures, Panache Ventures and Wavemaker. We're a well-funded team of researchers and engineers on a mission to democratize AI through performance and accessibility.
Our cloud provides instant access to tens of thousands of open-source AI models and the research innovations powering next-generation efficiency, reliability, and model optimization.
About the Role
You'll own the front line: the live chat on our website, our Discord, and the support inbox — for two very different audiences, creators running character and alternative models, and developers shipping apps on our API.
This is a support role first. Around it sits keeping the community somewhere people want to be, and turning what you hear on the front line into something the company can act on.
What You'll Own Immediately
The live chat on the website. First response, diagnosis, resolution. You are the reason a user gets a real answer in minutes instead of days.
Our Discord. Answer in public where the answer helps everyone, welcome new arrivals, keep threads from going cold, and make it a place people come back to.
Announcements. Post model additions, changes and incident updates to the community.
Email. Work the support inbox to the same standard as the chat.
Follow-through. Own issues until they're closed, including the ones waiting on engineering.
Escalation. Route genuine platform and inference bugs to engineering and close the loop back to the user yourself.
Voice of the customer. Keep the running picture of what users are asking for, tripping over and leaving over, and report it weekly to Growth and Product in a form that can actually be prioritized.
Handoffs with the BDRs. Spot the accounts and conversations with growth opportunity and pass them over with context.
Making the next hundred answers cheaper. Canned replies, help-centre articles, AI-assisted drafting. Every question answered twice should be documented once.
What You Bring
1–3 years in technical support, community management, or developer relations. Adjacent and self-taught paths count fully.
Genuine technical fluency with AI. You've run open models yourself - locally, on a GPU, or through an API. You can talk about Llama, Qwen, Mistral, DeepSeek or SDXL without reaching for marketing language, and you know what a quantization is and why it matters.
Range across both our audiences. You can help a developer debug a malformed API request in the morning and talk sampler settings and model personality with a creator in the afternoon, and take both seriously.
Excellent written English — concise, warm, human. Most of this job is writing, often to someone who is frustrated.
Self-direction. You work independently across timezones, without someone assigning you your day.
You're an AI power user. You use AI tools to handle volume without letting quality slip, and you'll help us build that into how support works here.
Bonus: experience in a Discord-native or creator community · roleplay, character-AI or creative-AI communities · a public record of helping people (forums, GitHub issues, Discord, Stack Overflow) · writing docs or help-centre content · a second language.
Why Featherless
Own the front line of a product people are genuinely enthusiastic about, at the point where it's growing fastest
Direct line to Growth, Platform and Infra: what you hear on the front line changes what gets built
Work at the centre of one of the fastest-growing open AI ecosystems, with the people actually building on it
Be part of a small, high-performing team making open weight AI accessible to everyone
AUD $85,000–$103,000
Other work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
OtherRemote
Find me workBy the team behind remoteroles.