PPD | Solidroad

Job Title: Principal Product Designer

Company: Solidroad

Location: San Francisco (on-site)

Job Type: Full-time

📮 A Letter From The Founders, Mark & Patrick

Every day, millions of customers have terrible experiences. Support teams get blamed. Budgets get slashed. Quality drops further. Everyone shrugs and calls it "the cost of doing business."

We think that's wrong.

We started Solidroad because we believe customer experience can be both excellent and efficient. We're building the AI that turns every customer conversation into a learning opportunity. We're creating software that makes customer teams more effective.

And we're just getting started.

About Solidroad

The team at Solidroad is solving a big, messy, exciting problem:

How do you scale customer support without losing what makes humans amazing: warmth, empathy, and intuition.

Solidroad is using AI, generative tech, and real-time simulations to make this happen. It's ambitious, difficult, and genuinely new.

In Plain English

• Solidroad helps customer-facing teams improve service quality and handle tough conversations better — without adding headcount.

• It’s a dual-product platform: one for training simulations, and one for automated QA of real customer conversations.

• The platform reviews all customer interactions, flags problematic moments, and transforms them into practical training.

• Support teams get real-life examples, realistic role-plays, and coaching that builds empathy, clarity, and confidence across voice, chat, email, and other channels.

About The Team & The Business

• Founded by former Intercom leaders who value great design

• The team at Solidroad is less than 20 people — you can actually get to know them

• Series A, raising Series B. YC alumni

• Backed by the CEO of Product Hunt and other top investors

• Clients include Meta, Crypto.com, and Brown & Brown

Who They’re Looking For

They're looking for a mature designer who will shape critical design decisions, own major parts of the product experience, and stretch their skills across interfaces, systems, and storytelling.

From product flows to brand touchpoints, it’s all on the table.

This is the kind of role that demands range, curiosity, and resilience — and rewards you with real ownership, deep impact, and those unforgettable “we actually built this” moments.

What You’ll Be Responsible For

• Design the Full-Stack Experience

• Raise the Bar on Visual Quality

• Champion UX Consistency

• YES TO: High bar for visual excellence (think Intercom). Cohesive look, feel and experience across surfaces and business verticals. Design system 1.0 and beyond. Customer journey — from onboarding to simulations, QA dashboards, analytics, and agent tooling. Triage and tackle according to business needs.

• BUT: Balance strategic UX/UI improvements with the reality of fast-paced releases.

• Collaborate Cross-Functionally

• Work closely with the Co-founder & CTO (Patrick), Founding Engineer (Alex), and product team to plan, scope, and ship.

• Contribute to early-stage product thinking, roadmapping, and customer conversations.

• Prototype, Test, Ship

• Use Figma + Figma Make and friends to design and prototype quickly.

• When possible, validate via user feedback, internal testing, or existing data.

The First 3 Months Will Likely Involve

• Auditing the current product and visual inconsistencies.

• Defining (or refreshing) our visual identity and component libraries in Figma.

• Partnering with engineering to triage and scope UX quality improvements.

• Making quick wins to level up key screens and reduce visual debt.

• Working directly with founders to align on product direction and future priorities.

What You’ll Need to Succeed

• 4+ years of experience in product design, ideally at startups (Seed–Series C).

• You’ve shipped real products used by real customers, and can talk about the messy parts.

• Bring strong design leadership, including mentoring other designers, leading design decisions, or owning significant product areas from concept to launch.

• Can navigate ambiguity and chaos with calm, prioritization, and a bias for action.

• Are a strong executor who iterates fast and isn’t precious with your first draft.

• Have deep expertise in modern design tools like Figma, building and maintaining design systems, and/or working on AI or technically complex products.

• Are self-directed, notice what’s broken, and care enough to fix it without waiting for permission.

• Have strong visual craft, but are equally thoughtful about flows, usability, and data presentation.

• Care about clear UX for complex, AI-powered interfaces — not just splashy UIs.

Nice-to-Haves

• Experience designing B2B SaaS or AI-based tools.

• Knowledge of front-end development principles (but you won’t need to code).

• Experience building or scaling a design system from scratch.

• Familiarity with customer support platforms (e.g., Zendesk, Intercom) or QA tools (like MaestroQA, Playvox, or Klaus).

What You’ll Get

• Great salary and meaningful equity in a post-YC, fast-growing startup.

• Full health/dental/vision.

• Flexible PTO.

• Tools and learning budget.

• In-office perks & regular team off-sites.

• A team of warm, welcoming people who really need you 🤗

How to apply:

📩 Please email links to your LinkedIn / Resume and portfolio to [email protected] with the subject line [PPD Solidroad]. We are excited to learn more about you and your unique skills!

The vacancy is proudly presented by the hirehire recruiting agency.

“I helped Solidroad hire their Founding Designer more than a year ago. Since then they’ve been accepted to YC, raised Series-A and moves the team to SF — and unfortunately their designed partner decided to take a different path.

Which means the door to take full design ownership at Solidroad is now wide open. The team is still small, very tightly knit (which is why they choose in-person work) and very eager for a brilliant designer to throw their expertise into the mix.

I believe that Solidroad’s current traction with clients is proof of that they know what they’re doing. I think joining them at this stage could become a singular experience in a designer’s career.”

— Tamara Persikova, product designer and recruiting expert at hirehire