Support Specialist US Tier 1

You will resolve high-volume customer tickets about account access, billing, and plans. You will use existing macros, playbooks, and AI support suggestions to provide accurate, timely answers. You will route requests requiring product judgment or creative-tool troubleshooting to Tier 2 Support or Enterprise, and flag recurring questions that need new macros.

Responsibilities

• Resolve high-volume tickets involving account access, billing, and plan questions
• Use macros, playbooks, and AI support suggestions to close tickets accurately and quickly
• Route tickets requiring product judgment or creative-tool troubleshooting to Tier 2 Support or Enterprise
• Flag recurring questions that do not have a macro

Requirements

• Clear and accurate written communication
• Ability to perform repetitive, high-volume work accurately
• 0–2 years of customer-facing or process-driven experience
• Familiarity with the product or help documentation before interviewing