Raspberry AI is looking for an AI Support and Operations Specialist to own customer support and help build our support infrastructure as we scale. In this full-time, remote role, you will manage incoming support requests, troubleshoot issues, and ensure customers get unblocked quickly and consistently.

What You'll Do

Own the support queue end-to-end: triage, investigate, resolve, and follow up with customers via Support Desk and email.
Create clear bug reports and track escalations to Engineering.
Improve support workflows and infrastructure: macros, tagging, routing, SLAs, and internal playbooks.
Evaluate and recommend support tooling and processes to support scale.
Maintain and improve customer-facing and internal support documentation.
Participate in product QA and testing, including weekly bug bashes.
Monitor recurring issues and customer friction patterns to share insights with Product and Engineering.
Collaborate cross-functionally to support launches, incidents, and customer communications.
Help design how support works at Raspberry AI by evaluating tooling, improving workflows, and exploring new support opportunities.
Play a key role in product quality by testing new features and evaluating AI outputs.

What We're Looking For

5–8+ years of experience supporting creative software users.
Strong written communication and ability to explain workflows clearly and calmly.
Experience managing support tickets and customer issues end-to-end.
Familiarity with support platforms (Zendesk, Intercom, or similar) and support operations basics.
Comfort troubleshooting technical issues (browser, uploads, permissions, account settings, file behavior).
Experience collaborating cross-functionally with Product and Engineering on bug reporting and prioritization.
Familiarity with generative AI tools (e.g., Midjourney, DALL·E, similar).
Proficiency with Google Docs, Slides, Spreadsheets, and MS365.

Nice to Have

Experience supporting users in fashion, design, or adjacent industries.
Experience building support infrastructure (macros, help center structure, chatbot/agentic support, reporting).