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 mindset. There is an opportunity with this role to work on a flexible basis and distribute a full-time workload 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.
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.
What you'll do.Answer App Store reviewsRespond to support queriesWork closely with Product Quality SpecialistsLearn the intricacies of new and existing softwareDeliver customer support in our supported languages; English, Korean, Japanese, Russian or SpanishSkills.Interest and ability in video editing/creationAnalytical in approach and solution-orientedFamiliarity with Apple hardware and softwareCollaborative and enjoys working as part of a teamGenuine passion for and experience in customer serviceStrong command in one of our supported languages; English, Korean, Japanese, Russian or SpanishIn 1-3 months, you will...Familiarise yourself with our team structure and workflowsComplete the Procreate onboarding process and get to know your colleaguesBuild an understanding of our customer support practices, processes and frameworksBegin to develop relationships with key stakeholders, team leaders and members of the executive teamIn 3-6 months, you will...Provide general customer support through emailsHave an in-depth understanding of Procreate productsEstablish relationships with inter-departmental key stakeholders and team membersIn 6-12 months, you will...Become an integral and contributing part of the Product Care TeamBecome familiar with customer support standard queries and responsesWe want to hear from youOur 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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