Design Lead

About Lorikeet

Lorikeet is the most powerful customer support AI for complex businesses like fintechs, healthtechs, marketplaces and delivery services.

We’re doing this by building ground up from the premise that most support responses should be automated with transparent, customizable AI, and that support teams should spend their time managing automation and engaging with complex cases, not grinding through high volumes of simple tickets. Once teams are freed from reactive support, we want to help them tackle what’s next: providing personalized concierge services to their customers.

To deliver this combination of powerful AI systems and well designed tooling we’re leveraging Jamie’s experience as an early member of Google’s generative AI team and Steve’s experience building for operational teams at Stripe, as well as the experience of our team who’ve joined us from places like Stripe, Canva, Atlassian, Dropbox and Dovetail.

We are growing fast, have paying customers, real revenue, an exciting roadmap and a strong sales pipeline. We’re well funded by leading VCs and angel investors, including Blackbird, Square Peg, Claire Hughes Johnson (ex Stripe COO), Cristina Cordova (Linear COO), Bob Van Winden (Stripe Head of Support), and Cos Nicolaescu (Brex CTO).

Our global customers include:

• The largest telehealth company in Australia,

• The largest bank for teens in the US,

• One of the largest NFT marketplaces by trading volume

• One of the largest Web3 gaming companies

… and a handful of other enterprise customers with over 1 million support tickets a year.

What’s unique about this opportunity?

• Warm, mature, in-person, flexible culture. Low ego, high trust team. No tolerance for ‘talented jerks’. We value working together in office as the default in our (quite nice!) Surry Hills office. Folks on the team have young families, so we embrace a) working efficiently, and b) working flexible hours to fit in life priorities outside of work. We’re committed to building a diverse team and really encourage folks from underrepresented backgrounds to reach out - we value user obsession and eagerness to learn over traditional credentials.

• High pay, high expectations, high performance. We’re building a small, great team. We aim to match unicorn / scale up pay at base salary and offer a potentially life-changing equity stake in the business. Our team get the same monthly updates we send to our investors because they’re investors and owners too.

• On the technical cutting edge. With our users we’re defining what an AI-first SaaS product looks like. No one has figured out what the UI/UX, capabilites and data models of an AI first company are - it’s white space for us to invent. The AI agent problems we’re solving are beyond the cutting edge at the biggest research labs. We’re building on a modern tech stack, with Typescript, React/Remix, PrismaORM, NestJS and some Python sprinkled in. Knowledge of that stack is nice, but we know good engineers will pick up new languages.

• No nonsense recruitment process. The process is: 1) informal chats with Steve and Jamie to hear our pitch and understand your interests and goals, 2) a ~two day paid work trial where you come in and ship with us. There’s no better way for each of us to figure out if we like working together than to work together!

About the role and you

This is an incredibly unique role. You’ll be the only designer in a rapidly growing product team with 7 engineers (and hiring rapidly!). You’ll be working directly with the founders to transform Lorikeet’s most critical product priorities into designs that solve real problems for our customers.

This role extends far beyond being savvy in Figma — paramount to this role, is working very closely with our customers to ensure what we’re shipping is what they need. We’re ruthless about prioritising, which means two things for the right designer:

1. There will be more users excited to give feedback on what you’re working on, than your capacity to speak to them

2. You’ll be heavily involved in product prioritisation and scope — that means cultivating your own, strong opinions on what customers need most

You’ll serve as the main point of call for customers on features we’re building, and this is a unique way to straddle design and product at an early-stage company.

This role is perfect for someone who is:

• User obsessed and excited to get to know and work closely with our great users

• Deeply interested in AI products and excited to define what UI/UX looks like in an AI product

• Is energized by building products that melds together complex concepts layered with AI

We need a designer who loves distilling complex concepts into experiences users can easily grok, and build seamless AI experiences that set a new standard of how humans interact with AI.

As we’re building software that enables users to build complex, multi-dimensional queries, our design challenges revolve around driving clarity on the actions we perform on a ticket, and how we communicate its performance to users.

What you’ll do

• Be an evangelist for problems our customers are trying to solve with our product

• Have a deep understanding of how our product works and improve how we communicate complex concepts to our customers

• Solve complex design challenges creatively and efficiently

• Work with our customers to test and iterate on new designs, or improving an existing experience

• Work closely with the product team in scoping and delivery to shape the user experience is across our feature set

• Maintain, refine and build components and UX patterns for our design system

• (Bonus points) If you have Webflow or graphic design experience, to help update our website and support in posting graphics on our socials.

You might be a fit if you

• Have 2-10 years of experience in product design at a software company

  • Bonus points if you’re used to designing software in B2B that requires design to be heavily involved in distilling complex concepts to simple things users can understand

• Are a strong design leader who can (and want) to manage a design team of 3+ by the end of 2025

• Have high agency to make decisions on scope to champion design within the product

• You lean towards rolling up your sleeves to involve yourself in customer conversations and acquire a deep understanding of how our product works

• Have experience building & managing stakeholder relationships (e.g. you’re very comfortable working with external customers)

• Possess strong communication skills (e.g. you can effectively listen on all levels, and have the ability to explain technical concepts to non-technical stakeholders)

• Are excited about AI and how it can be seamlessly integrated into user experiences without just adding ✨ and 🪄 everywhere

If you don't quite match this and are from and under-represented background we strongly encourage you to reach out. We know first hand that diverse teams are higher performing and are proud that our team reflects a broad spectrum of identities and lived experiences.