Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Address a high volume of tickets related to account access, billing, and inquiries about Free, Standard, Pro, and Max plans.

• Utilize existing macros, playbooks, and suggestions from the AI support layer to resolve tickets efficiently and accurately.

• Identify tickets that require product judgment or creative-tool troubleshooting and escalate them to Tier 2 Support or Enterprise.

• Highlight recurring questions that lack a macro response.

• Adhere strictly to support playbooks while recognizing tickets that do not conform to them.

• Avoid providing incorrect answers to meet volume goals and prevent unnecessary escalations.

• Recognize frequently asked questions that could be developed into new macros.

⛳️ Requirements

• Ability to communicate clearly and accurately in writing, particularly for process-driven and checklist-oriented tasks.

• Comfortable handling repetitive, high-volume tasks without sacrificing accuracy.

• Previous experience with tools such as Zendesk, Notion, or Slack is advantageous, though not mandatory.

• 0–2 years of experience in any customer-facing or process-oriented position (preferably within SaaS, but not essential).

• A willingness to explore the product or help documentation before engaging with the company.

• No background in creative fields or AI is required.

• Are you located in London or the APAC region? (application requirement)

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment.

• Access to professional development resources and training.

• Flexible working arrangements to promote a healthy work-life balance.