Customer Support Specialist (L1 & L2)

About the role

ImagineArt, a GenAI company building its own image generation model, is hiring a Customer Support Specialist for its on-site team in H-12, NSTP, Islamabad. The specialist handles both L1 and L2 support for global users, acts as the first voice of the company, digs into technical issues when needed, and uses AI and automation to make support faster and smoother.

Key responsibilities

• L1 support: answer user queries via chat, email and social channels, handle account access, billing, subscriptions, refunds and credits, and guide users on getting the best results from image and video tools.
• L2 support: investigate technical issues such as failed generations, app bugs and payment errors, reproduce bugs, collect logs and screenshots and write bug reports for engineering; escalate critical issues and keep users updated.
• Use AI tools to draft replies and summarize tickets, and build and improve automations such as macros, chatbot flows, auto-tagging and routing.
• Train and update the AI support bot, and write and maintain help center articles, FAQs and internal guides.
• Track common issues, share user feedback, monitor metrics such as response time, resolution time and CSAT, and suggest process improvements.

Required profile

• 2+ years of customer support experience, 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.
• Good to have: familiarity with bug tracking tools like Jira or Linear, payment platforms (Stripe, App Store, Google Play billing), and interest in AI, image generation or creative tools.

Required skills

• Support tools such as Intercom, Zendesk, Freshdesk or similar.
• Basic knowledge of automation tools like Zapier, Make or n8n.

What we offer

• Work on innovative AI products in a fast-moving, data-driven team.
• A culture that encourages learning, growth and experimentation.
• Competitive compensation and benefits.