First Line Support Specialist

Founded in the US in 2022 and now based in London, UK, Recraft is an AI tool for professional designers, illustrators, and marketers, setting a new standard for excellence in image generation.

We designed a tool that lets creators quickly generate and iterate original images, vector art, illustrations, icons, and 3D graphics with AI. Over 3 million users across 200 countries have produced hundreds of millions of images using Recraft, and we’re just getting started.

Join a universe of professional opportunities, develop and support large-scale projects, and shape the future of creativity. We are committed to making Recraft an essential, daily tool for every designer and setting the industry standard. Our mission is to ensure that creators can fully control their creative process with AI, providing them with innovative tools to turn ideas into reality.

If you’re passionate about pushing the boundaries of AI, we want you on board!

As a Customer Support Specialist at Recraft, you will be the frontline voice supporting our users, answering questions, troubleshooting issues, and providing guidance. You’ll work closely with our product and engineering teams to ensure our users have a smooth experience with Recraft’s powerful design features.

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• 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.

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• 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.

• 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.

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• Competitive salary.

• Full-time position.

• A supportive and collaborative work environment.

• The chance to work on exciting projects and make a significant impact on our brand.