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About the Role

Ideogram is seeking a curious and energetic Customer Support Specialist to be a key voice of the customer and contribute to a world-class support and community experience. This role involves direct user engagement, surfacing insights to product teams, and helping the community create, learn, and thrive. You will also shape customer experience using AI and automation, with a growth path into B2B customer support.

Responsibilities

Deliver empathetic, timely support across all channels (Zendesk, Discord, email, etc.) with a strong focus on human connection.
Leverage AI-powered tools, macros, and templates to handle repetitive tasks efficiently and scale support operations.
Create and maintain help center content, troubleshooting guides, and support resources.
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.
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.

Requirements

Customer-obsessed and empathetic.
Operator mindset with a focus on process improvement.
Comfortable with AI and automation tools.
Creative energy and an appreciation for user creations.
Organized and reliable with a willingness to roll up your sleeves.
Clear communicator, able to explain complex ideas simply.

Skills

Customer support
Community management
AI tools
Automation
Content creation
Troubleshooting
Discord
Zendesk

Location

Toronto
NYC

Work Type

Full-time

Experience Level

Early-career

Benefits

Competitive compensation and equity
4 weeks of vacation
Comprehensive health, vision, and dental coverage
RRSP/401(k) with employer match up to 4%
Top-of-the-line tools and tech
Autonomy to explore and experiment
Culture of learning and growth

About the Company

Ideogram's mission is to make world-class design accessible to everyone, multiplying human creativity.
We build proprietary generative media models and AI native creative workflows.
Our team includes researchers with early contributions to Diffusion Models, Google’s Imagen, and Imagen Video.
We value design, taste, and craft alongside research and engineering.
We have raised nearly $100M, led by Andreessen Horowitz and Index Ventures.
Headquartered in Toronto with a growing team in NYC, we are scaling fast.
We are a flat team with a culture of high ownership, collaboration, and mentorship.
Ideogram is home to a rapidly growing global community of creatives, AI enthusiasts, artists, and early adopters of generative media.
We are a team of exceptionally talented, curious builders who love solving tough problems and turning bold ideas into reality.
We move fast, collaborate deeply, and operate without unnecessary hierarchy.
Everyone at Ideogram rolls up their sleeves to make our products and our customers successful.
We thrive on curiosity, creativity, and shared ownership.

Equal Opportunity

Ideogram is committed to welcoming everyone — regardless of gender identity, orientation, or expression.
Our mission is to create belonging and remove barriers so everyone can create boldly.