First Line Support Specialist

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October 23

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Recraft

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Artificial Intelligence • SaaS

Recraft is an AI-powered design platform that helps designers, creatives, and teams generate and edit images and vectors. Using Recraft’s proprietary V3 text-to-image model, it produces photorealistic images, accurate on-image text, and production-ready SVG vectors while preserving brand styles and consistency. The product includes tools such as image upscaling, raster-to-vector conversion, mockup generation, background removal, inpainting/outpainting, logo and icon generation, and an infinite-canvas workflow for collaboration.

11 - 50 employees

Founded 2022

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• 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.