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