Customer Experience Executive

We're looking for a Customer Experience Executive to join our growing team and help us scale our customer support operations. This is a fantastic opportunity for someone who wants to make a direct impact on product quality and customer satisfaction at a fast-growing startup.

Help us stay close to our users as we grow. You’ll handle inbound support, investigate issues, and dig into the kinds of problems that often signal deeper product bugs or usability gaps. It’s a hands-on role for an all-rounder with a bias for action; someone who’s curious, tech-savvy, and eager to get stuck in.You'll be instrumental in handling this growth while working closely with the rest of the Granola team in improving the product and our customer experience.

If you haven't already, you should check out what we're building, and why you should work here.

In this role, you will:

• Own the majority of complex inbound customer support tickets after initial triage from our first line of support

• Diagnose and solve complex issues using our internal systems, logs and scripts (many of which we’re still building and improving!)

• Troubleshoot, reproduce and escalate product bugs to our engineers, working closely with them to maintain our high product standards

• Lead our QA testing processes 1-2 times per week, ensuring product quality before releases

• Support customer experience improvements in collaboration with our current CX team, including our documentation, tooling, AI implementation and processes

• Collaborate closely with the whole Granola team to continuously improve our product, processes and customer journey

• Spot patterns and trends in customer support issues, and use these to help the team prioritise improvements

A good fit for this role looks something like:

• Experience in a customer support role working on technical product issues, ideally in a tech company.

• Tech-forward mindset with eagerness to learn new tools and systems and dig into the detail. You probably:

  • are playing around with LLMs already

  • have an understanding of where to start when you see a technical issue

  • are keen to understand how our product works under the hood.

• Strong problem-solving skills, capable of picking up new things quickly and adapting to changing priorities

• Excellent communication skills and ability to translate user needs across the company

• A generalist approach: interest in getting involved and upskilled across different areas of Granola rather than focusing on one specific niche

As a person, you...

• Are excited to work in-person from our office in London (five days a week)

• Thrive in a startup environment where you can wear multiple hats and help define processes

• Have genuine curiosity about how customers use our product and what challenges they face

• Take ownership of problems without waiting for perfect information or direction

• Value working with people who are kind, ambitious and pragmatic

Are eager to learn and grow with the company as we scale