Customer Insights & Support Specialist
About Geomagical Labs Geomagical Labs builds and operates the pioneering IKEA Kreativ 3D+AI app, used by tens of millions of people, in partnership with IKEA. About the Role We’re looking for someone who’s passionate about digital home design experiences and understands what makes them fun, intuitive, and engaging. You’ll play a key role in ensuring our users have a smooth and inspiring experience – by gaining a deep understanding of our users and their needs, identifying usability challenges, sharing insights that help shape product improvements, and by resolving customer issues. If you love IKEA or interior design, are curious by nature, and enjoy working cross-functionally to make products better, this role is for you. What You’ll Do • Conduct light user research, such as surveys or usability tests, and summarize insights for product and UX teams. • Organize and analyze user feedback to identify trends, recurring pain points, and improvement opportunities. • Identify, reproduce, and document bugs or usability issues; escalate recurring or high-impact problems. • Use product analytics software to better understand our users, and track down specific problems; track and report key support and satisfaction metrics. • Manually test the product to ensure quality and catch issues before release. • Collaborate closely with Product, QA, and Design to improve product quality and user experience. • Support users by troubleshooting and resolving issues through email and Zendesk. • Create and maintain clear, helpful support content such as FAQs and help articles. User Focus & Communication • Strong communication and empathy with both users and internal teams. • Ability to summarize complex issues clearly and turn them into actionable insights. • Experience creating clear, user-friendly content. Analytical & Problem-Solving Skills • Analytical mindset with an eye for patterns and user needs. • Experience using data analytics to identify trends and inform decisions. • Familiarity with support or tracking tools (e.g., Zendesk, Jira). Hands-On & Growth-Oriented • Responsible, proactive, and hands-on approach – you take ownership and deliver high-quality work. • Curiosity and willingness to learn every day in a dynamic, start-up environment. • Basic understanding of UX principles or prior experience supporting digital products. Passion & Creativity • A love for home design and digital creativity – you enjoy experimenting with spaces and aesthetics. Compensation & Benefits • The U.S. base salary range for this role is $75,000–$95,000, depending on location, skills, and experience. In addition to base pay, we offer an annual individualized performance bonus, based on both team and company OKR success. • We provide excellent health and retirement benefits, including full medical, dental, and vision coverage. • Our people-first culture emphasizes collaboration, balance, and growth with generous PTO, a supportive environment, and a strong focus on learning from and improving each other. We actively shape our team culture to ensure a happy, healthy, and connected workplace for all. Location & Collaboration • Our team is distributed globally, and we support a flexible remote work setup. This role can be performed from anywhere in the U.S., with primary collaboration hours aligned to Pacific Time. You’ll also occasionally connect with our European partners for cross-team projects. Why You’ll Love Working Here • Meaningful impact: Join a fast-growing product that inspires creativity and helps millions design beautiful homes. • Exciting product & technology: Work on a unique experience that blends home design with cutting-edge AI technology. • Collaborative team: Be part of a diverse, passionate group of professionals – learn from experts while contributing your own perspective. • Start-up agility, global reach: Enjoy the energy and ownership of a start-up, backed by the stability of a global brand. Apply tot his job