Customer Support Specialist, Ideogram

• Customer-obsessed and empathetic: You genuinely care about helping users succeed, and it shows. You prioritize trust, clarity, and responsiveness
• Operator mindset: You're not just here to close tickets. You pay attention to patterns, ask good questions, and actively look for ways to improve the process - even when nobody asked you to
• Comfortable with AI tools: You're already using or actively exploring AI and automation to work smarter. You don't need to be an expert, but you're genuinely curious and not afraid to experiment
• Creative energy: You have some connection to the creative world - design, content, art, photography, whatever it is. You appreciate what our users are making and that helps you support them better
• Organized and reliable: You follow through, build good habits around documentation and process, and aren't afraid to roll up your sleeves
• Clear communicator: You write well, can turn complex ideas into approachable explanations, and make users feel informed and empowered

Desirable

• We're looking for a curious, energetic Customer Support Specialist to become a key voice of the customer and a hands-on contributor to a world-class support and community experience
• In this role, you'll engage directly with users, surface insights to product teams, and help the community create, learn, and thrive
• You'll also help shape what great customer experience looks like at Ideogram, using AI and automation tools to streamline workflows, scale your own impact, and deliver proactive, thoughtful support
• This is an early-career opportunity with a real growth path. If you thrive here, you'll have the chance to grow into a B2B customer support specialist as we build out our enterprise business
• Customer Support, CX Operations & AI Automation (~45%):
• Deliver empathetic, timely support across all channels (Zendesk, Discord, email, etc.) with a strong focus on human connection, spotting issues early and ensuring users feel genuinely guided and empowered
• Leverage AI-powered tools, macros, and templates to handle repetitive tasks efficiently, reduce manual triage, and help scale support operations
• Create and maintain help center content, troubleshooting guides, and support resources that meet users where they are
• Voice of the Customer & Insights (~20%):
• Act as a bridge between users and the product team, surfacing community feedback as clear, actionable insights
• Use available tools to collect, organize, and synthesize feedback patterns at scale
• Collaborate with Product and Engineering to flag themes and contribute to roadmap conversations
• Education, Content & Community Storytelling (~20%):
• Partner cross-functionally to contribute to educational resources, tutorials, and best practices that elevate users' creative output
• Help celebrate and amplify community creations, workflows, and stories
• Contribute to a consistent content cadence that keeps users inspired, informed, and confident exploring new features
• Beta Community Management (~15%):
• Support and help grow a thriving Beta community across Discord and social channels through programming like creator spotlights, tutorials, events, and AMAs