Procreate

Mobile drawing and illustration software suite

Customer Support Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeHobart, AustraliaNo salary listed

About the Job

Requirements

Fluency in English and one of Chinese or Japanese.
Ability to provide personalized customer service.
Ability to communicate with cross-functional teams.
Ability to resolve issues effectively.

Responsibilities

Respond to customer support queries with empathy, clarity, and accuracy.
Manage and respond to App Store reviews.
Work alongside Quality Assurance Specialists to identify and escalate product issues.
Learn and apply knowledge of new and existing software features.
Deliver support primarily in English plus one additional language, either Japanese or Chinese.
Complete the Procreate onboarding process and get to know colleagues.
Develop an understanding of customer support practices, processes, and frameworks.
Build relationships with team leaders and key stakeholders.
Gain familiarity with standard queries and responses and become a reliable, contributing member of the Community Care team.

Desired Qualifications

Understanding of creative tools and the communities that use them.
Confidence using Apple hardware and software.
Interest or ability in video editing or creation to support user guidance.

We’re looking for a dedicated Customer Support Specialist to help us serve our large and growing user base. We’re driven by the desire to deliver the best creative software experience for our global community.

You’ll bring excellent communication skills, a genuine passion for helping people, and the ability to quickly understand both user needs and product functionality. Your primary responsibility will be supporting our global creative community in English plus one additional language. We are currently looking for fluency in Chinese or Japanese.

What you'll do

Respond to customer support queries with empathy, clarity, and accuracy.

Manage and respond to App Store reviews.

Work alongside Quality Assurance Specialists to identify and escalate product issues.

Learn and apply knowledge of new and existing software features.

Deliver support primarily in English language plus one additional language (Japanese, or Chinese) as required.

Required Skills

Genuine passion for customer service and the ability to provide a personalised experience.
Fluency in English and one of the following: Chinese or Japanese.
Comfortable working across teams and communicating with cross functional teams if needed.
Solution-oriented and able to resolve issues effectively.

Bonus Skills

An understanding of creative tools and the communities that use them is a plus.

Confidence using Apple hardware and software

Interest or ability in video editing/creation to support user guidance.

What to expect in the first 6-12 months

Complete the Procreate onboarding process and get to know your colleagues.

Develop an understanding of our customer support practices, processes, and frameworks.

Begin to build relationships with team leaders and key stakeholders.

Gain familiarity with standard queries and responses, becoming a reliable and contributing member of the Community Care team.

We want to hear from you

We’d love to hear about how you see yourself contributing to Procreate in this role and which additional language you'd be bringing to the team. Please note, we do not operate remote or hybrid models. This role is only for our Hobart office.

About the Company

Procreate

Mobile drawing and illustration software suite

Procreate builds creative software for iPad and iPhone, including Procreate, Procreate Dreams, and Procreate Pocket, used by millions of artists. The apps are designed for drawing and painting with a fast, responsive brush engine, robust layers, and Apple Pencil support, running efficiently on Apple hardware to deliver a smooth, intuitive experience. They achieve this through a small, tightly integrated team structure, long-term technology bets, and relentless performance tuning, producing tools that are easy to learn and satisfying to use. The company differentiates itself by its independent ownership, Australia-based culture, and emphasis on word-of-mouth adoption rather than sales funnels, focusing on delivering quality that artists value. Its goal is to provide reliable, powerful creative tools that empower artists to express themselves and create celebrated work, while growing a sustainable business and maintaining a strong, collaborative engineering culture.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Hobart, Australia
Founded: 2011

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