Customer Support Specialist

Procreate; Hobart; On-site; AUD 55,000 - 75,000; Full time

Job summary

Procreate is seeking a dedicated Customer Support Specialist to assist a growing global user base from our Hobart office. You will deliver empathetic support in English and an additional language (Chinese or Japanese) while collaborating with cross-functional teams to resolve issues and communicate product details.

The role emphasizes strong communication, a customer-first approach, and the ability to learn new features to guide users effectively.

Qualifications

• Excellent communication skills and a genuine passion for helping people.
• Ability to quickly understand user needs and product functionality.
• Fluency in English and one of Chinese or Japanese.

Responsibilities

• Respond to customer support queries with empathy, clarity, and accuracy.
• Manage and respond to App Store reviews.
• Work with Quality Assurance to identify and escalate product issues.
• Learn and apply knowledge of new and existing software features.
• Deliver support primarily in English with an additional language (Japanese or Chinese) as required.

Skills

Customer service

English fluency

Cross-functional communication

Job description

We're looking for a dedicated Customer Support Specialist to help us serve our large and growing user base. We're driven by the desire to deliver the best creative software experience for our global community.

You'll 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 global creative community in English plus one additional language. We are currently looking for fluency in Chinese or Japanese.

What you'll 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 escalated product issues.
• Learn and apply knowledge of new and existing software features.
• Deliver support primarily in English language plus one additional language (Japanese, or Chinese) as required.

Required Skills

• Genuine passion for customer service and the ability to provide a personalised experience.
• Fluency in English and one of the following: Chinese or Japanese.
• Comfortable working across teams and communicating with cross functional teams if needed.
• Solution-oriented and able to resolve issues effectively.

Bonus Skills

• An understanding of creative tools and the communities that use them is a plus.
• Confidence using Apple hardware and software
• Interest or ability in video editing/creation to support user guidance.

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

We'd love to hear about how you see yourself contributing to Procreate in this role and which additional language you'd be bringing to the team. Please note, we do not operate remote or hybrid models. This role is only for our Hobart office.