Customer Support Specialist (L1 & L2)

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