Support Representative – Customer Service

About the role

We are looking for a Support Representative to handle high‑volume tickets related to account access, billing, and plan questions for our creative AI platform. The role is open to candidates in London and APAC and can be performed remotely.

Key responsibilities

• Resolve high‑volume tickets across account access, billing, and plan questions for Free, Standard, Pro, and Max users.
• Use existing macros, playbooks, and AI suggestions to close tickets accurately and quickly.
• Identify tickets requiring product judgment or creative‑tool troubleshooting and route them to Tier 2 Support or Enterprise.
• Flag recurring questions lacking a macro and suggest new macros.

Required profile

• Clear, accurate written communication, especially for process‑driven, checklist‑style work.
• Comfortable with repetitive, high‑volume tasks without losing accuracy.
• 0‑2 years in a customer‑facing or process‑driven role (SaaS experience a plus).
• Curiosity to explore the product and help documentation before responding.

Required skills

• Familiarity with support tools such as Zendesk, Notion, or Slack (preferred but not mandatory).