Consumer Support Specialist

Responsibilities

• Handle a high volume of inbound support tickets across Free, Standard, Pro, and Unlimited plans with speed and accuracy.
• Evaluate escalations from the AI support layer and determine when human intervention is needed.
• Identify ticket patterns and proactively surface them to the product team with thoughtful recommendations.
• Help create and maintain self-service content, including help documentation, short-form videos, and FAQs.
• Engage with the community on Discord and other forums.
• Contribute to process improvements and automation, including building solutions when appropriate.
• Triage complex technical issues for escalation to Enterprise Support.
• Live troubleshoot within the platform as needed.

Requirements

• Experience with tools such as Notion, Slack, Zendesk or similar platforms, Google Workspace, and AI platforms.
• Strong written communication skills, with the ability to be clear, direct, and thoughtful at high volume.
• Experimental, learn-by-failing mindset when handling unfamiliar issues.
• Curiosity about how products work, why users become confused, and how experiences can be improved.
• Ability to manage work independently in a fast-moving, high-autonomy environment.
• Data-driven mindset with the ability to identify and communicate patterns.
• 1–3 years of experience in customer support, operations, or a technical role.
• Expertise in or interest in the creative space, AI, or both.
• Genuine interest in AI, creative tools, or both.

Nice to Have

• Ability to consistently handle 60–100+ tickets per day without compromising quality.
• Experience creating product feedback, documentation, or automation based on recurring support issues.

Compensation

• ATS-listed salary range: $75,000–$90,000 annually.