Customer Support Specialist

1 week ago

Hobart, Tasmania, Australia Procreate Ltd Full time

At Procreate we're dedicated to making exceptional creative tools by combining beautiful user experiences with high performance engineering. Used by millions around the globe, Procreate is committed to placing more power in the hands of creatives.

We're looking for a Customer Support Specialist to join our Product team in Hobart, Tasmania. The person that fills this role will help us serve our large and growing user base by fielding support requests and general enquiries. You'll need to be an excellent communicator with the ability to understand people and a solution oriented mind set. There is an opportunity with this role to work on a flexible basis and distribute a full-time work load across both weekdays and weekends. Flexibility in schedules can be negotiated with the Head of Product Care.

Who we are.

One of the driving factors behind Procreate's success is our close-knit teamwork. We believe the key to invention is the open flow of ideas and collaboration — revelling in the creative process and taking the time to hone our craft. Together we're dedicated to building creative software that is powerful, accessible, and intuitive. We're not afraid to rethink, iterate and persist until we genuinely believe in our work.

At Procreate we're a rare breed of driven people from all over the world. Each of us brings something special to the table, through our unique backgrounds and experience. Every day we inspire each other to continue our relentless pursuit, passion, and hunger to produce the highest quality work, while remaining humble in our achievements.

Co-founded by James and Alanna Cuda in 2011, Procreate has remained independent and self-funded for over 10 years. Since its launch, Procreate has been loved by millions around the world, received two coveted Apple Design Awards, and been the best-selling app on iPad for the past six years running. In 2018, Procreate Pocket also received an iPhone app of the year award.In 2023, an all new animation app Procreate Dreams was released.

The role.

This role sits within the Product team and reports directly to the Head of Product Care, Aimee Sorell. You'll work directly with other Customer Support Specialists, Product Quality Specialists, Engineers, Designers and of course, with Procreate users globally.

The Product Care team supports and interacts with millions of users around the world. We strive to provide personalised support to every user enquiry or support request. Your desire to help people and understanding of Procreate and its features and functions will be crucial to your success in this role.

We invest in you

Every employee at Procreate receives an individual training budget to help them grow personally and professionally. And because transparency matters, the whole company is included in the coming year's plans and strategies at our annual off-site company meet.

Time to reset, recharge and look after yourself

Australia already has some of the most generous annual leave provisions in the world at a mandated 4 weeks per year. We also offer you extended parental leave, an extra 5 Mental Health Days per year, plus an Employee Assistance Program open to you and your family members.

Everything you need to do your best work

We'll provide you with all the hardware and software you need, including a fully adjustable desk set up for your way of working. But it's the personalised professional support, and growth and development opportunities we think will really help you fly.

What you'll do.

  • Answering App Store reviews
  • Responding to support queries
  • Working closely with Product Quality Specialists
  • Learning the intricacies of new and existing software
  • Delivering customer support in our supported languages; English, Korean, Japanese, Russian or Spanish

Skills.

  • Interest and ability in video editing/creation
  • Analytical in approach and solution oriented
  • Familiarity with Apple hardware and software
  • Collaborative and enjoys working as part of a team
  • Genuine passion for and experience in customer service
  • Strong command in one of our supported languages; English, Korean, Japanese, Russian or Spanish

In 1-3 months, you will...

  • Familiarise yourself with our team structure and workflows
  • Complete the Procreate onboarding process and get to know your colleagues
  • Build an understanding of our customer support practices, processes and frameworks
  • Begin to develop relationships with key stakeholders, team leaders and members of the executive team

In 3-6 months, you will...

  • Provide general customer support through emails
  • Have an in-depth understanding of procreate products
  • Establish relationships with inter-departmental key stakeholders and team members

In 6-12 months, you will...

  • Become an integral and contributing part of the Product Care Team
  • Become familiar with customer support standard queries and responses
We want to hear from you

Our recruitment process is made to provide you with opportunities for you to show us what you're capable of, instead of assessing you solely on your CV. We'd love to hear about how you see yourself contributing to Procreate in this role.

Please note, we do not operate remote or hybrid models. We're looking for full-time and on-site employees for our Hobart office.

Apply now to be considered for the role

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