Product Designer (Copy)
Customer service is being rebuilt from scratch, and we’re building the platform that wins it. Typewise (YC S22) is the AI Agent Platform behind 60+ enterprise customer service teams across Europe and the US. Brands like Unilever and DPD use us to resolve customer requests across email, chat, and social, autonomously, at a fraction of the cost and a multiple of the quality. We’re a 20-person remote-first team out of Zurich and looking for a grounded, detail-oriented hybrid operator to fill an immediate 6-month coverage gap in manual testing and customer support, with the space to stay on long-term. This is not a theoretical strategy role or a pure automation-first programming position. The operational reality of our product moves fast: you will own daily manual regression testing, patch verifications, and customer issue reproduction. You will also be in direct contact with our customers via emails and calls, troubleshooting their issues and ensuring excellent communication throughout. However, we want someone with a strong automation mindset. You’ll inherit an existing Playwright/TypeScript test suite that requires regular maintenance, updates, and refactoring. Instead of just running manual checklists forever, you will actively maintain and build upon this framework to scale your own leverage, stabilize weekly builds, and continuously ease your own execution workload over time. This is a full-time, remote-first position (CET-friendly, with an office in Zürich). What You’ll Do Core Execution & Verification (60%): Own the weekly manual regression cycles and patch verifications where human judgment and precise product awareness matter most. Support & Issue Triage: Manage daily customer support communication directly via emails and calls. Take the noise out of incoming requests by turning vague user feedback into highly accurate, engineering-ready reproduction steps and clean bug reports. Maintain & Refactor Test Frameworks: Update, optimize, and maintain our existing Playwright and TypeScript testing repository. You’ll use this framework strategically to automate core product paths, systematically buying back your own time. Build AI-Assisted Workflows: Use Typewise’s own AI platform to design triage specialists and intake workflows, ensuring clear reproduction data is enforced before support tickets ever land in the queue. Your Profile Detail-Oriented Tester: Deep focus and willingness to execute manual test flows rigorously. You catch the edge cases others miss. Framework Maintenance Experience: Real-world experience maintaining, updating, or debugging existing Playwright and TypeScript test suites. You know how to step into an existing code environment, troubleshoot flaky paths, and update configuration parameters to make your daily work more efficient. Crisp Communicator: You bridge the gap between non-technical users and core engineering. Your communication—both in writing and on live calls—is clear, direct, and structured. Problem Solver: You don't just process tickets; you look at the recurring problems in your daily queue and think about how to optimize the pipeline. Nice to Have: Background with software testing environments, B2B SaaS platforms, or setting up conversational AI triage agents. Why You’ll Love It Here 🚀 Frontier Tech: Work directly with cutting-edge AI technology and influence how enterprise AI agents are deployed. ⚡ High Autonomy: Flat structures, fast decision-making cycles, and a team that trusts your execution. 🌍 Team Culture: Fully covered quarterly team meetups in great European locations. 🕐 Flexibility: Flexible working hours and a highly supportive remote-first setup. 💰 Perks: Competitive salary, potential for stock options, and an open AI tool budget. Ready to Move? Don’t just send a standard, generic CV. Show us how you operate. Send us a summary of your experience with technical customer support, along with a quick note on how you typically approach taking over and updating an existing Playwright framework to streamline your own manual workload.