Customer Experience Engineer (Community)

📋 Description

• • Be the human face of Bolt.new and WebContainers to a global community of over one million developers and no-code creators. You’ll own every touchpoint—from Twitter threads and Discord AMAs to support tickets—turning curiosity into confidence and frustration into delight.
• • Own the entire support lifecycle: triage incoming questions via email, in-app chat, and social channels; reproduce bugs in StackBlitz/WebContainer environments; craft crystal-clear reproduction steps for Engineering; and circle back with users once fixes ship.
• • Publish technical micro-content daily—think 60-second Loom videos, code snippets, and bite-sized blog posts—that demystifies Bolt.new workflows, showcases hidden features, and spotlights community projects. Your content will directly influence activation and retention metrics.
• • Champion user pain points in weekly Product & Engineering syncs. You’ll arrive with quantified feedback, tagged conversations, and proposed solutions, ensuring the roadmap reflects real-world usage rather than assumptions.
• • Build and nurture a self-service knowledge base. You’ll write FAQs, author “how-to” guides, and curate a searchable library of templates so users can solve 80 % of issues without ever opening a ticket.
• • Moderate and grow our Discord, Twitter, and Hacker News presence. You’ll greet newcomers, surface power-user tips, run monthly “show-and-tell” events, and escalate emerging themes to internal teams.
• • Instrument support data to uncover patterns. You’ll tag tickets, measure response times, and build dashboards that reveal which features confuse users most—then partner with Design to smooth those rough edges.
• • Collaborate with Developer Relations on launch days. When we ship a new Bolt.new AI model or WebContainer capability, you’ll craft release notes, host live streams, and man the support channels to ensure a flawless rollout.
• • Influence the tone of voice for all customer-facing copy. From error messages to onboarding emails, you’ll inject clarity, empathy, and a dash of StackBlitz personality that makes technical concepts feel approachable.
• • Experiment with new support channels—maybe a Bolt.new subreddit, TikTok explainers, or in-browser walkthrough bots. You’ll run A/B tests on response formats and measure impact on CSAT and activation.
• • Travel (optional) to 2–3 conferences per year as a StackBlitz ambassador. You’ll host workshops, collect user stories, and bring back qualitative insights that shape the next quarter’s roadmap.
• • Work fully remote alongside a globally distributed team that values asynchronous communication, rapid iteration, and shipping small improvements daily. We default to transparency—every decision, doc, and metric is open for you to explore and influence.