Customer Support Specialist

Customer Support Specialist ABOUT IDEOGRAM Ideogram’s mission is to make world-class design accessible to everyone, multiplying human creativity. We build proprietary generative media models and AI native creative workflows, tackling unsolved challenges in graphic design. Our team includes builders with a track record of technology breakthroughs including early research in Diffusion Models, Google’s Imagen, and Imagen Video. We care about design, taste, and craft as much as research and engineering – shipping experiences that creatives actually love. We’ve raised nearly $100M, led by Andreessen Horowitz and Index Ventures. Headquartered in Toronto with a growing team in NYC, we're scaling fast, aiming to triple over the next year. We're a flat team with a culture of high ownership, collaboration, and mentorship. Explore Ideogram 3.0 https://ideogram.ai/features/3.0, Canvas https://ideogram.ai/features/canvas, and Character https://ideogram.ai/features/character blog posts, and try Ideogram at ideogram.ai http://ideogram.ai. THE OPPORTUNITY Ideogram is home to a rapidly growing global community of creatives, AI enthusiasts, artists, and early adopters of generative media. This includes a vibrant base of beta testers and deeply loyal customers who love giving us feedback and shaping the future of the product. 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. YOUR MISSION 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. WHAT WE'RE LOOKING FOR - 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 d ... (truncated, view full listing at source)