Responsibilities
- 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
Nice to Have
- Experience building support infrastructure (macros, help center structure, chatbot/agentic support, reporting)
