Customer Support & Community Lead

What is Facer?

Facer is the world’s leading platform for smartwatch personalization. Available on Apple Watch, Wear OS, and other leading smartwatches, Facer empowers millions of users to express their individuality through thousands of free and premium watch faces created by top brands, designers, and independent artists. With its powerful Facer Creator tools, anyone can design and publish custom watch faces, contributing to the largest global marketplace for wearable creativity.

Role Overview

Location: Remote

Type: Full-time contract

Working hours: Availability during European business hours to collaborate closely with our QA lead.

We’re looking for a hands-on Customer Support & Community Lead to be the primary interface between Facer’s users and creators and our internal team. You’ll own customer questions, comments, complaints, and feedback across Zendesk, Facer itself, our community forum, social channels, and app-store reviews.

Reporting to our QA lead, you’ll resolve issues directly and turn high volumes of customer input into clear, actionable reports for Product, Engineering, and QA. You’ll also build the workflows, documentation, and automation that make support more effective. Strong practical proficiency with AI tools and automation is a requirement for this role.

Responsibilities

• Own support across channels. Manage Zendesk tickets and monitor and respond to questions and comments on Facer, including watch faces published by Facer, community.facer.io, our Facebook Group, Reddit, other relevant social channels, and app-store reviews.
• Help customers directly. Troubleshoot accounts, subscriptions, purchases, device compatibility, and watch-face installation. Respond with empathy and sound judgment, moving account-specific or sensitive issues into private support channels when needed.
• Connect the public and the internal team. Produce regular, prioritized summary reports for Product, Engineering, and QA, covering recurring problems, emerging trends, feature requests, frequency, and customer impact. Include supporting examples, relevant device and app details, reproduction steps where possible, and recommended next actions. Escalate urgent issues promptly and follow up with users when fixes or answers are available.
• Use AI to manage volume and automate processes. Implement and improve tools and agents for monitoring, triage, grouping related feedback, summarization, knowledge retrieval, responses, and end-to-end resolution of common issues. Test accuracy, measure outcomes, and ensure reliable human escalation.
• Build and own support operations. Define priorities, response standards, escalation paths, macros, and workflows. Balance daily conversations with improvements that reduce repetitive work and missed questions.
• Maintain clear knowledge and public guidance. Keep the Help Center, internal documentation, and AI knowledge sources accurate. Support constructive discussions and moderation in Facer-managed communities, coordinating with our Programs and Growth teams on consistent customer communication.
• Measure and improve outcomes. Track SLA compliance, customer satisfaction, public response coverage, response and resolution times, backlog health, and successful AI resolutions. Use these results to improve service quality and efficiency.
  
  

Qualifications

• Hands-on customer support experience for a consumer mobile app, subscription service, digital marketplace, or similar product.
• Required: strong practical proficiency with AI tools and agents, and experience implementing useful automations. You must be comfortable using AI extensively to organize large volumes of input, identify patterns, and improve workflows. Be ready to demonstrate a workflow you implemented, how you checked its quality, and the results it produced.
• Ability to turn unstructured customer feedback into concise, actionable reports that help Product, Engineering, and QA prioritize and act.
• Excellent written and spoken English, empathy, and confidence responding publicly to questions, criticism, and complaints.
• Strong troubleshooting skills and the ability to gather relevant evidence, reproduce issues where possible, and explain technical steps simply.
• Experience with Zendesk or a comparable support platform, and with creating or improving support workflows, documentation, and reporting.
• Ability to work independently, prioritize across multiple channels, and follow issues through to resolution. Sound judgment about customer data, AI output, and when human attention is needed.
  
  

Bonus Points

• Experience using Facer as a user or watch-face designer is strongly preferred.
• Experience with smartwatch ecosystems, app-store subscriptions and review responses, creator communities, or forum moderation.
• Experience with Jira, support AI agents, no-code integrations, APIs, or scripting.
  
  

What Success Looks Like

Customers receive accurate, timely help wherever they contact Facer. Product, Engineering, and QA receive actionable evidence and clear priorities from customer feedback. Users hear back when issues are resolved, and AI and automation increase support capacity without sacrificing accuracy, empathy, or customer satisfaction.

Why Join Us?

• Help shape the future of smartwatch personalization for a global community.
• Work remotely with a small, collaborative team spanning design, technology, and content.
• Take ownership, experiment with new ideas, and see the impact of your work.
  
  

How to Apply

Apply with your resume and a brief introduction. Include an example of an AI workflow or automation you implemented and its results, plus an example of how you turned customer feedback into an actionable improvement. Anonymized examples are welcome. Share your availability, time zone, and expected contract rate.