Imagineart

Customer Support Manager

Islamabad. Posted 26 days ago

The role

The Customer Support Manager will own the support team, technical escalation paths, and AI-first operations. You will manage support specialists, handle L2 technical escalations, and build automation to reduce ticket volume.

What you will do

  • Hire, onboard, coach and performance-manage support specialists
  • Build the L1 to L2 to engineering escalation ladder
  • Run QA on replies and tickets
  • Own scheduling and capacity for timezone coverage
  • Personally own L2 escalations including reproducing bugs and pulling logs
  • Run incident comms during outages and widespread failures
  • Partner with engineering and product to get fixes shipped
  • Handle refunds, chargebacks, credit disputes, and billing failures
  • Build the deflection machine including macros, chatbot flows, and smart routing
  • Own the AI support bot end to end

Required qualifications

  • 4+ years in customer support
  • 1–2 years managing or lead-level ownership of a support function
  • Excellent written and spoken English
  • L2 ability to reproduce bugs, read logs, and distinguish error types
  • Strong technical fluency in web apps, mobile apps, browsers, cache and session issues
  • Hands-on AI tool use in daily work such as ChatGPT or Claude
  • Support platform experience at admin level such as Intercom, Zendesk, or Freshdesk
  • Calm under pressure, patient, and solution-focused

Nice to have

  • Automation tooling such as Zapier, Make, or n8n
  • Bug tracking such as Jira or Linear
  • Payment platforms such as Stripe, App Store, Google Play billing
  • SQL or basic scripting
  • Experience supporting a consumer subscription product with credits or usage-based billing
  • Real interest in AI, image generation, or creative tools
  • Additional languages, especially Spanish or Portuguese

Benefits

  • Competitive compensation and benefits
  • Culture where learning, growth, and experimenting with new ideas are deeply encouraged

About the company

ImagineArt is a fast-growing GenAI company with a global image generation model. The team builds GenAI products with no outside funding.

Customer Support Manager at Imagineart | JobZoey