Product Specialist

About NaiL

NaiL is an AI-enabled call and lead handling platform for enterprise home service contractors. When a homeowner calls a roofer, an HVAC company, or a fencing pro, our agents answer in seconds, qualify the lead, and book the job on the calendar around the clock.

We are a small, fast-moving team, and we like it that way. Our goal is simple: become the number one solution for enterprise home service companies in the problem we solve. This is an old, boring business niche, and we are here to take it over with cutting edge technology and a brand that looks less like suits and ties and more like boots on the ground. We do whatever it takes to win.

We already have equity partnerships with some of the most respected figures in the industry, and some of the largest home service franchises in the world are our clients. In the past six months alone, we have driven over eight figures in revenue for them. Some of the biggest names in franchising are knocking on our door, and we project 15 high-volume enterprise deals by the end of the year.

We need an excited product specialist who is ready to take on a real challenge and work alongside some of the best people in the industry.

About the role

This is the person who keeps our AI agents running well every day. It is not a build-from-scratch engineering job. It is about operating what we already have: digging into issues, making small, careful adjustments with AI tools, and pulling in technical help when a bigger change is needed.

Most days you will be reviewing calls, reading logs and configs, fixing whatever is off, and making sure clients stay happy. You will work directly with the founder and have a real say in how our agents behave in production. If you like solving puzzles and talking to people, you will feel right at home.

What you'll do
Agent Operations

• Monitor our deployed Retell voice agents and review call recordings, transcripts, and summaries.
• Find conversation issues, missed opportunities, and edge cases, then make the prompt and conversation-flow changes that fix them.
• Test how the agent behaves after each change and keep clear changelogs.

Quality Assurance

• Reproduce and investigate client-reported issues until you find the real cause.
• Validate fixes before they ship, and keep testing production agents over time.
• Track recurring problems and recommend ways to make the platform better.

Client Support

• Be the technical point of contact for escalations from our support team.
• Investigate tickets with AI tools or hands-on debugging, then either reply directly or write a clear response for support to send.
• Talk with franchise executives, operations leaders, and high-volume business owners in writing and on calls, staying calm and accurate when the pressure is on.

Onboarding & Configuration

• Set up new client locations using our onboarding playbooks, and own the operator relationship through go-live.
• Build Retell agents from existing templates and connect integrations using documented processes.
• Check billing, routing, and notification settings so launches go smoothly.

Data & Reporting

• Review operational metrics and call analytics, and use AI tools to spot trends and issues.
• Build reports that internal and client teams actually use.
• Keep an eye on usage and billing data.

AI-Assisted Development

• Use AI dev tools like Cursor, Claude, and Codex to make small, scoped code changes to prompts, API payloads, webhook logic, and config files, without needing to be a full-stack engineer.
• Follow our patterns for clean code and repo hygiene, including linting, formatting, testing, and committing.
• Debug unexpected behavior across backend logs and call transcripts, then turn what you find into a clear explanation a client can understand.
• Learn your way around our cloud setup and DevOps workflows, including Convex, GCP Cloud Run, and Meilisearch, and write down what you learn as SOPs.

What you'll bring

• You already use AI tools every day and lean on them in your work.
• You can read code and configuration files, and you know your way around TypeScript and GitHub.
• You are a strong troubleshooter who keeps digging until you find the real cause.
• You have worked with SaaS platforms and APIs, and you pick up new technical systems fast.
• You communicate well with business clients, in writing and on calls, and you stay clear and organized under pressure.
• You care about the details and catch small mistakes before clients do.

Bonus points

• Experience with Retell, Vapi, Bland, or similar voice AI platforms.
• You have built automations with no-code or low-code tools.
• You have supported production software before.
• A background in client success, account management, or technical support for business customers.
• Familiarity with home services CRMs like ServiceTitan, Jobber, or HouseCall Pro, or with webhook integrations.
• Comfort with telephony basics like call routing, number provisioning, and transfer logic.

How we hire

We care about how you think, not how your résumé reads. Here is exactly how it works:

• Fill out some basic information about yourself.
• Complete our debugging challenge. This must be completed in order to apply, which you can find here: https://usenail.com/careers

We give you two real, sanitized incidents from our platform and ask you to figure out what went wrong and how you would fix it. You will find the challenge inside the application. Plan for about 60 to 90 minutes, and use any AI tools you would normally reach for.

• Submit your written findings for each case, plus a short two-minute video walking us through how you approached one of them.

Once you submit, it comes straight to us. We review every application within five to ten days. If we think you are a good fit, we will invite you back for an interview. If we do not think it is a match, we will still reach out and let you know within that same window. Either way, you will hear from us.

Compensation & logistics

• Full-time.
• Remote, with the possibility of hybrid or relocation as the team grows.
• $65,000 to $85,000 per year.
• Reports directly to the Founder/CEO.

Your final offer depends on your experience and demonstrated skill. We are happy to talk through the full picture early.

What we value
Ownership

You will have real authority over how our agents run in production. We trust the people closest to the problem to make the call and run with it.

Agency

We want someone proactive who sees what needs to happen and goes after it without waiting to be told. Agency and good judgment matter more to us than a long list of instructions.

Love for people

This is a people business. It is easy to assume a product specialist role is all about the tech, but so much of it comes down to the connections you build with the people we work with. We want someone who genuinely likes people.

Client obsession

Every agent we run is someone's revenue, so we treat it that way. We move fast when something needs attention, we are honest about what we find, and we follow through until the client is taken care of. Our clients are some of the biggest names in the industry, and they feel the difference when someone truly cares about their business.

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Flexible schedule
• Professional development assistance
• Work from home

Work Location: Remote