Support Representative, APAC

Role overview

This is an APAC-focused Support Representative position on a customer experience team serving users of a creative media platform. The mission is to staff a dedicated tier that resolves high-volume, process-driven tickets quickly and accurately, so that more experienced specialists can concentrate on technical escalations. The work is volume-oriented, follows clear playbooks, and requires no prior creative or AI background.

Responsibilities

- Resolve a high volume of inbound tickets covering account access, billing, and subscription plan questions across Free, Standard, Pro, and Max tiers. - Apply existing macros, playbooks, and AI-assisted reply suggestions to close tickets accurately and quickly. - Recognize when a request requires product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or the Enterprise team. - Flag recurring questions that do not yet have a macro, contributing feedback that helps improve the support layer.

Requirements

- Clear, accurate written communication, with comfort handling process-driven, checklist-style work. - Ability to stay accurate while working through repetitive, high-volume queues. - 0–2 years of experience in any customer-facing or process-driven role (SaaS experience preferred but not required). - Genuine curiosity to spend time exploring the product or help documentation before joining; no creative background is needed, but evidence of having looked is valued. - Familiarity with tools such as Zendesk, Notion, or Slack is a plus, not a requirement.

Nice to have

- A mindset of following the playbook precisely while knowing exactly when a ticket does not fit it. - Willingness to surface a repeated question as a candidate for a new macro rather than answering it manually a third time. - Enough product familiarity that an off-script ticket does not stall the response.

Benefits and work setup

- Hiring is open to candidates based in London and across APAC regions. - The team emphasizes pay equity, with compensation benchmarked to competitive market rates for the function, stage, and industry. - Salary expectations are communicated based on location and experience, and the broader package goes beyond base pay.