AI Support and Operations Specialist

Raspberry AI

3d • Remote

About The Position

Raspberry AI is seeking a full-time, remote AI Implementation Specialist (Support) to own customer support and help build Raspberry’s support infrastructure as the company scales.
In this role, you’ll manage incoming support requests, troubleshoot issues, and ensure customers get unblocked quickly and consistently. Beyond day-to-day ticket resolution, you’ll help design how support works at Raspberry—evaluating tooling, improving workflows, expanding self-serve resources, and exploring agentic support/chatbot opportunities over time.
You’ll also play a key role in product quality: participating in bug bashes, testing new features before they reach customers, and evaluating AI outputs to flag regressions or edge cases. You’ll work closely with Training, Customer Success, Product, and Engineering in a fast-paced environment where support insights regularly shape the roadmap.
Additional responsibilities may be assigned as business needs evolve.

Requirements

• 5–8+ years of experience supporting creative software users (fashion, design, or adjacent industries strongly preferred)
• 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 (bug reporting, reproduction steps, prioritization)
• Familiarity with generative AI tools (e.g., Midjourney, DALL·E, similar)
• Google Docs, Slides, and Spreadsheets
• MS365

Nice To Haves

• Experience building support infrastructure (macros, help center structure, chatbot/agentic support, reporting)

Responsibilities

• Own the support queue end-to-end: triage, investigate, resolve, and follow up with customers via Support Desk and email
• Create clear bug reports (steps to reproduce, screenshots, expected vs actual behavior) and track escalations to Engineering
• Improve support workflows and infrastructure: macros, tagging, routing, SLAs/expectations, and internal playbooks
• Evaluate and recommend support tooling and processes to support scale (e.g., Zendesk vs Intercom)
• Maintain and improve customer-facing and internal support documentation with manager (Help Docs, quick guides, Looms)
• Participate in product QA/testing (including weekly bug bash) and proactively test workflows ahead of customer sessions
• Monitor recurring issues and customer friction patterns; share insights with Product/Engineering to prevent repeats
• Collaborate cross-functionally to support launches, incidents, and customer communications when needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed