Customer Support Specialist

Job description

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 4.0 https://ideogram.ai/models/4.0/, Character https://ideogram.ai/features/character and Custom Models https://ideogram.ai/features/custom-models/ 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 don't need to be an expert, but you're genuinely curious and not afraid to experiment. - Creative energy: You have some connection to the creative world - design, content, art, photography, whatever it is. You appreciate what our users are making and that helps you support them better. - Organized and reliable: You follow through, build good habits around documentation and process, and aren't afraid to roll up your sleeves. - Clear communicator: You write well, can turn complex ideas into approachable explanations, and make users feel informed and empowered. BONUS - Any hands-on experience in customer support, community management, or a user-facing role (internships count). - A background or genuine interest in design, creative tools, content creation, or visual media. - Familiarity with Discord, Zendesk, or similar support/community platforms. - Any exposure to beta programs or user research, even if informal. - Genuine excitement about AI-generated content and where generative media is headed. OUR CULTURE We’re a team of exceptionally talented, curious builders who love solving tough problems and turning bold ideas into reality. We move fast, collaborate deeply, and operate without unnecessary hierarchy, because we believe the best ideas can come from anyone. Everyone at Ideogram rolls up their sleeves to make our products and our customers successful. We thrive on curiosity, creativity, and shared ownership. We believe that small, dedicated teams working together with trust and purpose can move faster, think bigger, and create amazing things. Ideogram is committed to welcoming everyone — regardless of gender identity, orientation, or expression. Our mission is to create belonging and remove barriers so everyone can create boldly. WHAT WE OFFER 💸Competitive compensation and equity designed to recognize the value and impact of your contributions to Ideogram’s success. 🌴 4 weeks of vacation to recharge and explore. 🩺 Comprehensive health, vision, and dental coverage starting on day one. 💰 RRSP/401(k) with employer match up to 4% to invest in your future from the moment you join. 💻 Top-of-the-line tools and tech to fuel your creativity and productivity. 📍 Toronto HQ perks: Steps from Union Station and the PATH, with daily in-office lunches and dinners. 🔍 Autonomy to explore and experiment — whether you’re testing new ideas, running large-scale experiments, or diving into research, you’ll have access to compute/resources you need when there’s a clear business or creative use case. We encourage curiosity and bold thinking. 🌱 A culture of learning and growth, where curiosity is encouraged and mentorship is part of the journey.