First Line Support Specialist

As a Customer Support Specialist at Recraft, you will be the frontline voice supporting our users, answering questions, troubleshooting issues, and providing guidance. You’ll work closely with our product and engineering teams to ensure our users have a smooth experience with Recraft’s powerful design features.

Key Responsibilities

• Respond to customer inquiries via Zendesk, Discord and social media in a timely and professional manner.
• Set up and configure support systems, including AI-driven customer support tools and Zendesk.
• Troubleshoot issues related to Recraft’s design platform and escalate more complex problems to engineering as needed.
• Assist customers in understanding and maximizing the use of Recraft’s features.
• Provide product feedback to the product and development teams based on user reports.
• Develop and maintain knowledge base articles and help guides for common questions and issues.
• Track and report on customer support metrics, such as response times, resolution rates, and satisfaction.
• Contribute to a positive and collaborative customer support team culture.

Requirements

• Have experience providing technical support for SaaS, design, or creative tools.
• Handled customer interactions via multiple channels, including Zendesk, direct Slack messaging, and social media platforms.
• Ability to troubleshoot technical issues and explain solutions in a clear and simple way.
• Excellent communication skills (written and verbal).
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple tasks simultaneously.

Nice to have:

• Experience working with payment-related tasks such as processing disputes and refunds.
• Familiarity with basic SQL is a plus, as some data extraction may be required using predefined queries.
• Experience writing user guidance or conversation flows for AI-based support bots.

What We Offer

• Competitive salary.
• Full-time position (40 hours/week), work days: Wednesday to Sunday.
• A supportive and collaborative work environment.
• The chance to work on exciting projects and make a significant impact on our brand.

How to Apply

Interested candidates should submit their CV and a cover letter to mail. Please include the position name in the subject line.

Join Recraft and help us build AI-powered tools that truly put users first!