Customer Support Specialist (L1 & L2)
ImagineArt · Islamabad
Job Title: Customer Support Specialist (L1 & L2)
Department: Customer Support
Location: On-Site, H-12, NSTP, Islamabad
About ImagineArt
We're redefining how the world creates and designs.
ImagineArt is one of the fastest-growing GenAI companies in the world. We've scaled faster than most funded startups, with zero outside funding.
100M+ social impressions
Built and shipped our own image generation model, now ranked #3 globally for photo realism
No funding. No shortcuts. Just a sharp, driven team building one of the strongest GenAI products in the world, and we're just getting started.
If you want to build something that truly matters, work with exceptionally smart people, and grow at a pace most companies never experience, ImagineArt is the place.
About the Role
We are looking for a Customer Support Specialist who can handle both L1 and L2 support for our global users. You will be the first voice of ImagineArt for our customers, and you will also dig deeper into technical issues when needed. You should have strong English communication, a technical mindset, and a basic understanding of automation and AI tools. Your goal is not only to solve tickets, but to make support faster and smoother by using AI, automation, and better processes.
What You'll Do
L1 Support
Respond to user queries through chat, email, and social channels quickly and clearly
Handle common issues such as account access, billing, subscriptions, refunds, credits, and how to use our features
Guide users on how to get the best results from our image and video tools
Keep a friendly, professional, and on-brand tone in every reply
L2 Support
Investigate technical issues such as failed generations, app bugs, payment errors, and platform problems
Reproduce bugs, collect logs and screenshots, and write clear bug reports for engineering
Work with engineering and product teams to track issues until they are solved
Escalate critical or widespread issues fast, and keep users updated
Automation and AI
Use AI tools to draft replies, summarize tickets, and speed up resolution
Build and improve support automations: macros, chatbot flows, auto-tagging, and routing
Train and update our AI support bot with correct answers and new feature info
Write and maintain help center articles, FAQs, and internal guides
Insights
Track common issues and share user feedback with product and engineering
Monitor support metrics like response time, resolution time, and CSAT
Suggest process improvements to reduce repeat tickets
What We're Looking For
2+ years of experience in customer support, ideally in SaaS, apps, or tech products. Must Have
Excellent written and spoken English. Must Have
Experience handling both basic and technical support issues. Must Have
Strong technical understanding: comfortable with web apps, mobile apps, browsers, and basic troubleshooting. Must Have
Hands-on experience using AI tools (ChatGPT, Claude, etc.) in daily work. Must Have
Experience with support tools like Intercom, Zendesk, Freshdesk, or similar
Basic knowledge of automation tools like Zapier, Make, or n8n. Good to Have
Familiarity with bug tracking tools like Jira or Linear. Good to Have
Experience with payment platforms (Stripe, App Store, Google Play billing). Good to Have
Interest in AI, image generation, or creative tools. Good to Have
Calm under pressure, patient, and solution-focused
Why Join ImagineArt
Work on innovative AI products like ImagineArt, shaping the future of creativity and user interaction
Be part of a passionate, fast-moving team that values innovation and data-driven decisions
Competitive compensation and benefits
A culture where learning, growth, and experimenting with new ideas are deeply encouraged
Company Culture
Impact: Opportunity to work on innovative AI products like ImagineArt, shaping the future of creativity and user interaction
Team: Be part of a passionate, fast-moving team that values innovation and data-driven decisions
Growth: A culture where learning, growth, and experimenting with new ideas are deeply encouraged
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