Customer Support Specialist (L1 & L2)

The role

This person will handle L1 and L2 support for global users. They will respond to queries, investigate technical issues, and use AI and automation to improve support processes.

What you will do

• Respond to user queries through chat, email, and social channels
• Handle account access, billing, subscriptions, refunds, and credits
• Guide users on using image and video tools
• Investigate technical issues like failed generations, app bugs, and payment errors
• Reproduce bugs, collect logs and screenshots, and write bug reports
• Work with engineering and product teams to track issues
• Escalate critical or widespread issues
• Use AI tools to draft replies and summarize tickets
• Build and improve support automations like macros, chatbot flows, and routing
• Train and update the AI support bot

Required qualifications

• 2+ years of experience in customer support, ideally in SaaS, apps, or tech products
• Excellent written and spoken English
• Experience handling both basic and technical support issues
• Strong technical understanding: comfortable with web apps, mobile apps, browsers, and basic troubleshooting
• Hands-on experience using AI tools (ChatGPT, Claude, etc.) in daily work
• Experience with support tools like Intercom, Zendesk, Freshdesk, or similar
• Calm under pressure, patient, and solution-focused

Nice to have

• Basic knowledge of automation tools like Zapier, Make, or n8n
• Familiarity with bug tracking tools like Jira or Linear
• Experience with payment platforms (Stripe, App Store, Google Play billing)
• Interest in AI, image generation, or creative tools

Benefits

• Competitive compensation and benefits

About the company

ImagineArt is one of the fastest-growing GenAI companies in the world. They have built and shipped their own image generation model ranked #3 globally for photo realism.