Recraft

First Line Support Specialist

Recraft

contract

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

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

Applicant Tracking System Keywords

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

Hard skills
technical supportSaaSSQLAI-driven customer support toolstroubleshootinguser guidance writingconversation flowsdata extractionZendeskcustomer support metrics
Soft skills
communication skillsorganizational skillsattention to detailindependencemultitaskingcollaborationproblem-solvingcustomer serviceprofessionalismtimeliness