Customer Support Specialist

3 weeks ago

City of Hobart, Australia Procreate Ltd Full time

We’re looking for a dedicated Customer Support Specialist to help us serve our large and growing user base. We’re driven by the desire to deliver the best creative software experience for our global community.

You’ll bring excellent communication skills, a genuine passion for helping people, and the ability to quickly understand both user needs and product functionality. Your primary responsibility will be supporting our Chinese speaking community but you will also deliver support in English as required. You’ll respond to requests, manage enquiries, and work closely with internal teams to ensure every interaction with Procreate users is thoughtful, solution-focused, and aligned with our high standards.

The role

The role sits within our Community Care team, and you’ll report to Aimee Sorell, our Community Care Manager. You’ll collaborate with Customer Support Specialists, Quality Assurance Specialists, Engineers, Designers, and most importantly, with Procreate users worldwide.

What you/'ll do

- Respond to customer support queries with empathy, clarity, and accuracy.
- Manage and respond to App Store reviews.
- Work alongside Quality Assurance Specialists to identify and escalate product issues.
- Learn and apply knowledge of new and existing software features.
- Deliver support in our supported languages: English and Chinese (Simplified and Traditional).

Required Skills

- Customer focus: Genuine passion for customer service and the ability to provide a personalised experience.
- Communication skills: Strong written and verbal ability in English and Chinese (Simplified and Traditional).
- Collaborative mindset: Comfortable working as part of a team and sharing knowledge.
- Analytical approach: Solution-oriented and able to resolve issues effectively.

Bonus Skills

- Confidence using Apple hardware and software
- Interest or ability in video editing/creation to support user guidance.
- Direct experience engaging with mainstream Chinese social media platforms.

What to expect in the first 6-12 months

- Complete the Procreate onboarding process and get to know your colleagues.
- Develop an understanding of our customer support practices, processes, and frameworks.
- Begin to build relationships with team leaders and key stakeholders.
- Gain familiarity with standard queries and responses, becoming a reliable and contributing member of the Community Care team.

We want to hear from you

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 or Sydney office.

Work at Procreate

We make tools that millions of people use to express their innate human creativity. We’re working to make them accessible to millions more.

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