User Operations Specialist

About Viktor Viktor is the AI teammate. He lives in Slack and Microsoft Teams, connects to thousands of tools, and does real work for real companies: finance, marketing, ops, engineering. We're building the product that replaces half the SaaS stack. The team is small. The scope is not.   The Short Version You're the person who answers when a customer's AI teammate misbehaves. Fast, in writing, with a real diagnosis. Support at Viktor is the sensor network of the company. You fix the customer's problem, then you map the pattern behind it and hand product a trend they can act on. This is an on-site role, five days a week in our Warsaw office.   What's Actually Going On Here Viktor is growing faster than our support capacity, and our recent Microsoft Teams launch is adding load. We need people who can hold quality while volume climbs: reproduce issues, read logs, write bug reports engineers act on the same day, and tell trends apart from noise. The tooling is scrappy and the problems are novel; an AI agent "getting something wrong" takes real curiosity to diagnose.   What You'll Actually Do Own tier-1 support: triage, reproduce, resolve or escalate with a clean repro. Read logs, test workarounds, and write bug reports engineering acts on without a follow-up question. Turn ticket noise into trend maps that feed product. This mandate is explicit, not aspirational. Help customers understand agent behaviour they can't articulate themselves. Improve the machine as you go: docs, macros, self-serve fixes. Help decide what gets automated, what needs approval and what stays human. Join the on-call rota, including weekend and night shifts, with a teammate backing you up on your first shifts.   How You'll Know It's Working By week two you handle the support inbox on your own, including credits and escalations within policy. By week four you hold your own slot in the on-call rota. Your bug reports reach engineering in the agreed format, with no rework. Product decisions reference patterns you spotted first. By day 90 you own one playbook, or the bug-report standard, end to end.

2+ years of hands-on written support at a SaaS or tech company. Technical, IT and application support all count. Outstanding written English and clear, professional spoken English. English is our working language across customer and internal communication. You check before you reply: you reproduce issues, read logs, and escalate only with a package engineering can act on. You've built or changed something in support that moved a number, and you can say what the before and after were and which part was yours. You can own an incident with no procedure: you know what to do in the first hour and you write an honest holding message. Genuinely curious about how things break. Comfortable in a scrappy tooling environment.   Probably Not a Fit If You follow scripts. Ambiguity stresses you out. You can't tell a customer "I don't know yet, here's when you'll hear from me." You promise a fix or a credit before you've checked. Your results are all "we" and you can't say which part was yours.   Even Better If You've supported an AI or agent product before. You lean on AI daily for triage, reproduction and drafting. You've written docs or help-center content that measurably deflected tickets. You can read code, even if you don't write it daily.   Why This Role Is Different Ownership is the growth path. Specialists here end up owning real pieces: the reply quality standard, playbooks, the bug-report standard, the map of what gets automated and what stays human. The customer base grows fast, so every fix you own is multiplied across many more customers within months.   How we work Small team, high trust, low process. Decisions are made by owners, not committees. You will ship your first week. You will talk to users your first day. We don't do alignment meetings or stakeholder syncs. We build things, see if they work, and iterate. Why Viktor We're one of the