Customer Care Specialist

Description:

Full Job Description

*About Procreate
*

Nestled in picturesque Hobart, Procreate is an industry-leading creative product company competing on the World stage. We are the recipient of two coveted Apple Design Awards and hold the title as the best-selling paid iPad app on Apple's App Store for the past six years. Procreate brings together a rare breed of people who are exceptionally driven and dedicated to helping people unleash their full creative potential.

We stand by producing the highest quality software and protecting creativity. We care about our work, our community, and most of all, each other. We’re looking for someone who shares these values and is excited to empower people with innovative, accessible, and intuitive software.

Your impact as Customer Care Specialist

We're looking for a Customer Care Specialist to join our team in Hobart, Tasmania. Art is for everyone and our goal is to empower people with innovative and powerful tools. Our global community of creatives form the why behind what we do.

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. You'll need to be an excellent communicator with the ability to understand people and the nature of their problems.

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 Care Specialists, Product Quality Specialists, Engineers, Designers and of course, with Procreate users globally.

Areas of focus

• Answering App Store reviews
• Responding to support queries
• Working closely with Product Quality Specialists
• Delivering customer support in English and Chinese
• Learning the intricacies of new and existing software

The skill set

• Analytical in approach and solution oriented
• Familiarity with Apple hardware and software
• Collaborative and enjoys working as part of a team
• Genuine passion for and experience in customer service
• Experience with Weibo, WeChat, Bilibili, Red or similar
• Strong written and verbal command of English and Chinese (simplified and traditional)

In 1-3 months, you will...

• Complete our onboarding process and become familiar with your colleagues and our workplace culture and tech stack
• Become comfortable with the platforms, systems and processes used in the Product Care department
• Build foundational knowledge of Procreate and Procreate Pocket and handle frequent or common email requests unsupervised

In 3-6 months, you will...

• Develop a detailed understanding of Procreate
• Handle a workload of 40-50 emails/reviews/enquiries per day
• Work closely with Product Quality Specialists to investigate user issues

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In 6-12 months, you will...*

• Handle a workload of 80-100 enquiries/emails per day
• Develop ability and confidence to deliver live support
• Demonstrate an ability to work unsupervised and to provide support and leadership to your colleagues when needed