Senior Customer Support Agent: Graphic Design

We're currently in a growth phase after Series B funding and are looking for people who can join us as soon as possible.

A Little About Us

• Kittl isn’t just another design platform: We’re here to transform the way creators work, offering an intuitive platform as a competitive alternative to clunky and outdated traditional design tools
• Boasting millions of users only 2 years after launch
• Diverse team: 100+ team members from 25+ different countries
• Product-led: Product managers, engineers, and designers are at the heart of Kittl
• Funding: Kittl has raised more than $50M from some of the most prestigious investors in the world that also have backed companies like Slack, Dropbox and Figma
  
  

We have a hybrid working culture with 3 days per week as office days (Mon, Wed, Fri) in our Berlin headquarters. We're growing London as our second location, with an office opening some time in 2025.

Learn more: www.kittl.com/career

Your role at Kittl

As a member of the Customer Support team, you will play an integral role in ensuring our users have a seamless experience while using our platform. You will serve as the primary point of contact for users, addressing user inquiries, providing product support, and delivering exceptional customer service. The ideal candidate will possess excellent communication skills, a passion for helping others, and the ability to thrive in a fast-paced environment with minimal supervision.

What You’ll Do

• Respond to user inquiries: Respond promptly to user inquiries and support requests via email & chat
• Solve user problems: Assist users with issues related to Kittl's platform, including design tools, features, and functionalities, working diligently to resolve them, escalating complex issues to appropriate teams when necessary
• Educate users: Guide users on how to effectively use Kittl's tools, templates, and design resources to achieve their desired output
• Document interactions: Maintain detailed and accurate records of user interactions, including inquiries, resolutions, and feedback using our customer support system
• Collaborate with teams: Work closely with cross-functional teams to address user feedback and enhance user experience
• Monitor user feedback: Gather and analyze user feedback to identify trends, common issues, and areas for improvement
• Stay updated: Stay informed about Kittl's product updates, new features, and best practices to better assist users and provide accurate information
  
  

What You’ll Need

• 3+ years of Customer support experience: ideally in technical support.
• Seniority for this senior role, we would like to see your experience in process improvement, writing SOPs/Help Pages, and report writing, because at some point you will support the upscaling of our support team.
• Graphic Design Experience: You've supported a similar platform type before, or have a good understanding of graphic design platforms.
• Communication skills: Strong verbal and written communication skills with the ability to convey technical information clearly and concisely
• Customer-centric mindset: Genuine empathy for users and a passion for delivering exceptional customer service
• Problem-solving skills: Strong analytical and problem-solving abilities with a proactive approach to addressing user issues and challenges
• Team player: Ability to work collaboratively with colleagues and contribute to a positive team environment
• Technical proficiency: Familiarity with design tools, software applications, and basic understanding of design principles are highly preferred
  
  

Interview Process

• Interview with Recruiter
• Interview with Hiring Manager
• Bar Raiser interview
  
  

Benefits

• 12 PTO days per year
  
  

At Kittl, we embrace diversity and value every team member's unique background, identity, and experience. We're all about respect, honesty, and inclusivity. Together, we create a safe and supportive work environment where everyone thrives. Join us on this exciting journey of making our company and product even better!