Customer Support Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Were looking for a dedicated Customer Support Specialist to help us serve our large and growing user base. Were driven by the desire to deliver the best creative software experience for our global community.
Youll 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. Youll 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 youll report to Aimee Sorell our Community Care Manager. Youll collaborate with Customer Support Specialists Quality Assurance Specialists Engineers Designers and most importantly with Procreate users worldwide.
What youll 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
Wed love to hear about how you see yourself contributing to Procreate in this role. Please note we do not operate remote or hybrid models. Were looking for full-time and on-site employees for our Hobart or Sydney office.
Required Experience:
Unclear Seniority
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
Procreate® — the most powerful and intuitive digital illustration app. Available only on iPad, and packed with features artists and creative professionals love.
