At Dust, we want to provide knowledge workers and teams the tools required to get higher-quality work done, faster.

It's inspiring to imagine how much time we'll save with software that truly 'gets it'. Small tasks. Repetitive tasks. Tasks that will be seamlessly handled when the right context is intelligently shared in real-time.

Most knowledge workers aren’t developers. Software that will really help them has to be powerful and simple to use. It has to fit their needs and personalities nicely. With the right tools, we believe that we can ultimately give the world’s 1 billion knowledge workers 25% of their time back. So they can move on to do more rewarding and interesting things.

We’re excited to build products that humans use to become better versions of themselves. We’re not here to replace humans, though. While we don’t mind a robot analogy, it has to be R2-D2, not Skynet.

While Large Language Models (LLMs) like GPT-4, Claude or Mistral Large are already very powerful, they remain unwieldy and, as a result, vastly underused. Rather than focusing on developing new foundation models, Dust is laser-focused on the product experience. We believe that existing models are powerful enough, and that most of the value can be unlocked and delivered to customers by refining product experiences, interfaces, and interactions with applications powered by LLMs and fueled by customer data.

About the team

We’re a small and determined team of optimists that likes to focus on customers, getting great things done by shipping, and doesn’t take itself too seriously while doing so. We want to build a team that remains as small as it can be while serving a growing number of customers incredibly well.

We’ve been founders before. We’ve worked at Stripe, Square, Alan, Front, OpenAI, etc... We know what can happen when a few people feel empowered and work together well with a clear purpose in sight.

This role

We're looking for a Customer Education & Support Manager who can help our users unlock the full potential of the Dust platform while fostering a vibrant, company-owned community. This position combines elements of customer support, community support, and education content creation, including work on an e-learning platform. The ideal candidate will be passionate about helping users — across various industries and roles — create content and maximize the potential of our platform.

Responsibilities

• Support Operations & Scale: Design and implement scalable support processes including ticket management workflows and SLAs, while building and maintaining internal knowledge bases to enable efficient support delivery while maximizing high customer satisfaction as the organization grows.

• Technical and Community Support: Provide timely and accurate support to users, troubleshooting issues and guiding them to optimal solutions based on a deep understanding of Large Language Models, the Dust platform and common use cases.

• Education: Create high-quality, engaging content that helps users understand and fully leverage the platform. This includes identifying content needs, helping write guides and building our e-learning platform from scratch.

• Product Feedback Loop: Participate in our collective effort to gather and analyze user feedback to identify pain points and suggest improvements to the product team.

• Community Support: Work with the Business Operations, Success, and Marketing teams to support our Community.

Requirements

• Proven experience in customer support or education content management.

• Curiosity and willingness to dive deep into technical concepts, even without a technical background. Adaptability and eagerness to learn in a fast-paced startup environment.

• Ability to empathize with users, to care to help them and translate their needs into actionable solutions.

• Ability to represent Dust’s brand voice and values across customer-facing activities and content creation efforts.

• A knack for content creation, particularly in writing clear documentation, building learning courses and/or producing instructional videos.

• Collaborative mindset and working style.

• Ability to balance user advocacy with company objectives.

• Must be a European resident and have work authorization.

• We're building the team with and in-person culture and prioritise candidates who can work from our office in Paris.

You should still consider applying, even if you don’t strictly meet all the requirements above. It’s alright to have a less expected profile or background, as long as you have the desire and determination to bring it in the service of our users. Please send your application and resume in English.