About Heartbeat

Heartbeat is the only platform built for community as a business model. Coaches, creators, educators, & operators run their entire community business in one place: discussions, courses, events, payments, member directories, automated workflows, all on their own custom domain.

Over 7,000 communities have been built on Heartbeat. The proof's in what people build w/ us. MAC Enterprise Consulting grew from $200K to $5M ARR in 14 months. Emily Claire Hughes doubled her corporate salary inside a year & now runs a $200K/yr copywriting community. One founder paid off her mortgage from her community alone. A French art community went from 80 to 900 paying students.

Pulse is our AI co-builder. Tell it what you're thinking & it builds alongside you: sets up offers, builds courses, configures workflows, designs landing pages. Heartie Bot (Fin AI) handles a meaningful share of customer questions automatically. The team running Heartbeat is small & hands-on. We're hiring our next Customer Experience Engineer to join us.

The role

This is a hybrid role: customer-facing support work + building work that makes support better over time.

You'll work tickets every day, host "get unstuck" calls w/ customers, record tutorials, & write the help docs that save the next customer from having to ask. You'll also write macros, build Pulse recipes, tune automations, & generally raise the floor of what our support function can handle.

When stuff breaks, you're the calm one. You crack open browser dev tools, look at what’s breaking, & write back to the customer: "Looks like your API token's getting rejected. Let's rotate it & try again." Real-time diagnosis, not "I've escalated this to engineering." When something breaks, customers want someone who can diagnose & explain it, not a ticket bouncing between teams. One of our biggest values is Empathy, this is what it looks like done well with customer problems.

Lastly, the stuff you build should compound. Every macro you write, every Loom you record, every Pulse recipe you tune means the team spends more time on the customers who need an hour, & less time answering the same question for the 70th time. Every fix you ship saves the team time on the next customer.

What you'll actually do

Customer-facing:

• Run the Zendesk queue w/ the rest of the support team

• Host a few "get unstuck" Zoom calls per week (~30 min each)

• Record short Loom walkthroughs for trickier workflows

• Write & update help center articles based on the patterns you're seeing

Technical & investigative:

• Debug frontend behavior in browser dev tools (console, network tab, DOM inspection). When a customer says "the button isn't working," you can investigate before escalating.

• Trace API failures across our integrations (Stripe, webhooks, custom domains, email providers, OAuth flows) & translate them into plain English. "Your webhook's failing bc the signing secret rotated last week," not "I've escalated this."

• Understand how our integrations actually work, so you spot the failure mode faster the next time

• Spot patterns across tickets & turn them into product fixes, workflow changes, or root-cause doc improvements

• Write Linear bug reports clean enough that engineering (or our AI tooling) can act on them w/o ten clarifying questions

• Build support workflows, Pulse recipes, macros, & Heartie Bot tuning so the next customer doesn't hit the same wall

Who you are

• Comfortable in the guts of software. You can open browser dev tools & read a console log. You can look at a failing network request & tell when an API is rejecting something. You've debugged your own way around enough integrations (Stripe, OAuth flows, webhooks, email providers, custom domains) that you don't panic when something breaks. You don't write code for a living, but software isn't a black box to you.

• A clear writer. Most of this job is writing: to customers, teammates, engineers, the help center. Your writing's concise, warm, & accurate. You can take a tangled customer ticket & turn it into a clean bug report. You can take a complicated feature & turn it into a help doc someone actually reads.

• A systems thinker. Tickets aren't isolated incidents to you. They're patterns. When you see 5 tickets in a week w/ the same root cause, your instinct is "how do we fix this once," not "let me reply to the 5th one."

• Comfortable on camera. Live calls w/ customers, recorded videos, screen-share walkthroughs. We don't expect polish, just ease.

• Worked autonomously before. Small team, without a 30-page playbook, no manager 3 floors away. You're the person who handles the new thing yourself & escalates only when it actually needs escalating.

• Curious about AI tools. Pulse, Cortex (our internal Claude-Code-based ops tool), & Heartie Bot are core to how we work. Hands-on experience w/ AI workflows is a strong plus: custom GPTs, Zapier or Make or n8n, vibe-coded apps, agent setups, anything where you've made AI do real work for you.

Who this role is NOT for

• You need a playbook to do the job. If your support experience has been entirely at large companies w/ detailed scripts, layered escalation paths, & a manager you can ping for every judgment call, the autonomy here will feel uncomfortable. We hire for judgment, not script-following.

• You want to crush a queue & clock out. Working tickets is half the job. The other half is building the system around them. If the building part doesn't excite you, the role won't either.

What you'll learn here

• The community business, deep. Heartbeat customers are coaches, creators, educators, & operators running real businesses. You'll talk to hundreds of them. You'll see what makes a community work & what separates a $500/mo community from a $50K/mo one. You'll get the opportunity to talk daily with some of the most successful small businesses out there, earning $Ms.

• What it feels like to ship at a startup. The macros you write, the Pulse recipes you tune, the help docs you record, the automations you build go directly to thousands of customers, often within a day of you finishing them. What you’ll learn in your first 6 months is going to feel like 2 years of career growth because you won’t be bogged down by red tape & will get to see how your ideas perform across thousands of customers immediately. The feedback loop on your ideas is almost instant.

• How a small SaaS company actually runs. Product, engineering, growth, ops, support, all in the same chat channels, all making decisions in the open. You'll see how features get scoped, how bugs get triaged, how growth experiments get run, how pricing decisions get made, and how talented operators actually operate & build.

• A sharper sense of where you fit. You'll work alongside our engineering team, our product team, & our growth folks. You'll get much clearer instincts about what kind of work energizes you & what skillset you want to build next. We don't make role-transition promises, but we hire ambitious people & this role gives you a front-row seat to a lot of different kinds of work.