We're looking for a customer support specialist with some design-related experience who can work directly with customers on tasks such as adjusting font sizes, customizing colors, and helping with alignment and spacing. This is not a traditional designer role or one focused on creating original designs.
The ideal candidate should also have some proficiency with Adobe Creative Suite, particularly Illustrator, InDesign, and Photoshop. You should be comfortable working with vector paths, managing layers, and optimizing file sizes as needed.
Responsibilities
- Provide customer support via phone, chat, and email, including live design consultation and execution of design changes on behalf of customers.
- Perform technical pre-press checks: verify CMYK color profiles, resolution, bleed margins, and font embedding to ensure print-ready files.
- Communicate design choices and technical constraints to customers with clarity and professionalism.
- Maintain productivity and quality standards (CSAT, resolution time, quality scores) while operating independently.
- Master proprietary tools and AI-integrated workflows quickly to meet team KPIs.
- Support the broader CX team across channels as business needs evolve.
Requirements
- Advanced English proficiency (written and verbal) — this role requires near-native fluency; all interactions are conducted exclusively in English with US-based customers.
- Willingness to work in a hybrid setup, with at least two days per week on-site at our Delhi NCR office.
- Availability to work US Eastern time hours, including occasional weekends.
- 3+ years of experience in a customer-facing role with a design component.
- Proficiency in Adobe Creative Suite, specifically Illustrator, InDesign, and Photoshop.
- Experience with CRM platforms such as Zendesk, Salesforce, or Kustomer is a plus.
- Ability to translate technical design concepts for non-designer audiences.
- Comfortable navigating ambiguity and learning new tools independently.
