Support Representative, London

Role overview Join a creative platform used by artists, filmmakers, and major brands as a Support Representative handling high-volume, process-driven tickets. This role focuses on the entry tier of support—billing, account access, and plan questions—so experienced specialists can concentrate on complex escalations. No prior creative or AI background is needed; full product training is provided.

Responsibilities - Resolve a high volume of tickets covering account access, billing, and plan questions across Free, Standard, Pro, and Max tiers. - Use existing macros, playbooks, and AI-assisted support suggestions to close tickets accurately and quickly. - Recognize when a ticket requires product judgment or creative-tool troubleshooting and route it to Tier 2 or Enterprise support. - Flag recurring questions that lack an existing macro so they can be considered for new automated responses.

Requirements - Clear, accurate written communication suited to checklist-style, process-driven work. - Comfort with repetitive, high-volume tasks while maintaining accuracy over time. - 0–2 years of experience in any customer-facing or process-driven role, preferably in SaaS. - Enough curiosity to explore the product or help documentation independently before the interview.

Nice to have - Prior exposure to tools such as Zendesk, Notion, or Slack.

Benefits and work setup - Open to hiring in London and APAC regions. - Commitment to diverse hiring and pay equity across the team.