Raspberry AI

AI Support Specialist

Raspberry AI

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Own the support queue end-to-end: triage, investigate, resolve, and follow up with customers via Support Desk and email
  • Create clear bug reports (steps to reproduce, screenshots, expected vs actual behavior) and track escalations to Engineering
  • Improve support workflows and infrastructure: macros, tagging, routing, SLAs/expectations, and internal playbooks
  • Evaluate and recommend support tooling and processes to support scale (e.g., Zendesk vs Intercom)
  • Maintain and improve customer-facing and internal support documentation with manager (Help Docs, quick guides, Looms)
  • Participate in product QA/testing (including weekly bug bash) and proactively test workflows ahead of customer sessions
  • Monitor recurring issues and customer friction patterns; share insights with Product/Engineering to prevent repeats
  • Collaborate cross-functionally to support launches, incidents, and customer communications when needed

Requirements

  • 5–8+ years of experience supporting creative software users (fashion, design, or adjacent industries strongly preferred)
  • Strong written communication and ability to explain workflows clearly and calmly
  • Experience managing support tickets and customer issues end-to-end
  • Familiarity with support platforms (Zendesk, Intercom, or similar) and support operations basics
  • Comfort troubleshooting technical issues (browser, uploads, permissions, account settings, file behavior)
  • Experience collaborating cross-functionally with Product and Engineering (bug reporting, reproduction steps, prioritization)
  • Familiarity with generative AI tools (e.g., Midjourney, DALL·E, similar)
  • Google Docs, Slides, and Spreadsheets
  • MS365
  • Bonus: Experience building support infrastructure (macros, help center structure, chatbot/agentic support, reporting)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
bug reportingsupport ticket managementtroubleshootingsupport operationssupport workflowscustomer issue resolutionQA testingsupport infrastructure buildingmacrosreporting
Soft skills
written communicationcollaborationproblem-solvingcalm explanation of workflowscustomer communication