Customer Support Specialist

Ideogram • Toronto, ON

59d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• Support and help grow a thriving Beta community across Discord and social channels through programming like creator spotlights, tutorials, events, and AMAs.

Benefits

• 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.

What This Job Offers

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