--- title: 'Customer Support Manager at ImagineArt' canonical: 'https://feeny.ai/job/customer-support-manager-imagineart-islamabad-fzc0c748dxeq' type: 'job' last_seen: '2026-11-05' --- # Customer Support Manager at ImagineArt - **Company:** ImagineArt - **Location:** Islamabad, Pakistan - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-10-19 - **Last confirmed live:** 2026-11-05 - **Apply:** https://jobs.ashbyhq.com/imagineart/eddb9020-722e-45a3-a727-9f4977e3c76c ## Job description Department: Customer Support Location: On-Site — H-12, NSTP, Islamabad Reports to: Founder / Head of CX Type: Full-time ## 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, and our own image generation model 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. ## About the Role This is not a ticket queue job. We're hiring the person who owns customer support at ImagineArt — the standards, the team, the tooling, and the numbers. Millions of creators use our image and video tools across web and mobile, in dozens of languages, on every kind of device. Today that support is held together by hustle. You're the person who turns it into a function: a team that scales, a technical escalation path that engineering trusts, and an AI-first operation where the boring 60% of tickets never reach a human. You'll be hands-on for the hardest cases — failed generations, payment failures, account and credit disputes, platform incidents — and you'll be the person we call when something breaks at 2am. But your real output is leverage: fewer tickets, faster resolution, and a team that gets better every month. ## What You'll Own The team - Hire, onboard, coach and performance-manage support specialists as we scale - Build the L1 → L2 → engineering escalation ladder, and decide what sits at each rung - Run QA on replies and tickets — define what "good" looks like, then enforce it - Own scheduling and capacity so coverage holds across timezones without burning people out - Write the onboarding so a new hire is independently handling tickets in two weeks, not two months The technical layer - Personally own L2 escalations: reproduce bugs, pull logs and screenshots, write bug reports engineering can act on without a follow-up - Run incident comms during outages and widespread failures — status updates, user messaging, post-mortems - Partner with engineering and product to get fixes shipped, and close the loop back to affected users - Handle the ugly edge cases: refunds, chargebacks, credit disputes, App Store and Google Play billing failures, account recovery The AI and automation layer - Build the deflection machine: macros, chatbot flows, auto-tagging, smart routing, saved replies - Own the AI support bot end to end — training it, correcting it, keeping it current as we ship features weekly - Maintain the help center, FAQs and internal playbooks as living documentation, not a graveyard - Ruthlessly hunt repeat tickets and kill them at the source — better UX copy, a help article, a product fix The numbers - Own CSAT, first response time, resolution time, deflection rate, reopen rate, and cost-to-serve per ticket - Build the reporting that makes those numbers visible weekly, and act on them - Be the voice of the user into product: what breaks, what confuses, what people are actually trying to do and can't Must Have - 4+ years in customer support, with at least 1–2 years managing or lead-level ownership of a support function — team, metrics, or both - Excellent written and spoken English. You'll write user-facing copy and you'll be judged on it - Genuine L2 ability — comfortable reproducing bugs, reading logs, distinguishing a user error from a product bug from a payment gateway failure - Strong technical fluency: web apps, mobile apps, browsers, cache and session issues, basic troubleshooting across devices - Hands-on AI tool use in daily work — ChatGPT, Claude, or equivalent. You should already have opinions about where they help and where they quietly make support worse - Support platform experience — Intercom, Zendesk, Freshdesk or similar, at admin level, not just agent level - Calm under pressure, patient, and solution-focused. Support escalations are emotional; you can't be Good to Have - Automation tooling — Zapier, Make, or n8n - Bug tracking — Jira or Linear - Payment platforms — Stripe, App Store, Google Play billing - SQL or basic scripting for pulling your own data instead of waiting on engineering - Experience supporting a consumer subscription product with credits or usage-based billing - Real interest in AI, image generation, or creative tools — you'll be supporting the thing you're curious about - Additional languages, especially Spanish or Portuguese What This Isn't - It isn't a queue-clearing role. If you want to answer tickets all day and go home, this will frustrate you - It isn't a people-management-only role. You'll still be in the product when a generation pipeline breaks - It isn't remote. H-12 NSTP, Islamabad, on-site ## Why Join 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, and a culture where learning, growth, and experimenting with new ideas are deeply encouraged. 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. ## About ImagineArt ## Company Overview - **One-liner**: ImagineArt is an all-in-one AI creative suite that enables users to generate images, videos, and voice from text prompts, streamlining the creative workflow from idea to finished product. - **Entity Type**: Private (Funding not publicly disclosed) - **Headquarters**: San Francisco, California, United States - **Founded**: 2022 - **Founders**: Ahmed Abubakar (Founder & CEO) ## Core Business - **Primary industry/industries**: Generative AI, Creative Software, Digital Media - **Target customers**: B2B (enterprise, marketing teams, designers) and B2C (content creators, filmmakers, storytellers) - **Mission or purpose statement**: “Think bigger. Create smarter. Ship faster.” – Empowering creators with the most advanced AI tools. ## Products & Services - **ImagineArt Creative Suite (SaaS)**: An integrated platform offering AI image generation, video generation, and voice synthesis from text prompts. Includes a connected infinite workspace (“Workflows”) for moving fluidly from idea to final output. - **Mobile & Web Apps**: Available on mobile and web, trusted by 100M+ users. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: Estimated annual revenue between $100M and $500M (per SignalHire) - **Notable Investors/Partners**: Not publicly disclosed - **Growth Signals**: - 211 employees (+482% year-over-year) - 100M+ users across mobile and web - Monthly website visits: 3.3M (+84.8% year-over-year) - Operations in 32 countries, with a global rank of #13,471 - 50 active job postings as of mid-2026 ## Competitive Advantages - **All-in-one platform**: Combines image, video, and voice generation in a single connected workspace – reducing tool-switching for creators. - **Scale & adoption**: 100M+ users provide a large training data moat and brand recognition. - **Advanced AI stack**: Uses a modern tech stack (e.g., Snowflake, Databricks, Google AI, MLops) to deliver fast, high-quality outputs. - **Rapid headcount growth**: Nearly 5x employee growth in one year signals strong product-market fit and investment in talent. ## Strategic Focus - **Current priorities**: Expanding enterprise sales (hiring Enterprise Account Executives), deepening AI capabilities (Agentic AI Engineer role), and scaling content creation tools for professional teams. - **Direction**: Transitioning from a consumer creative tool to a B2B creative platform for marketing and design teams, while maintaining a strong free-tier user base. ## Why Work Here - **Culture highlights**: Fast-growing, AI-first startup with a global, diverse team (employees in 32 countries). Emphasis on creativity and shipping quickly. - **Remote/hybrid/office policy**: Hybrid workspace – employees combine remote and on-site work. Offices in San Francisco (HQ) and Cheyenne, Wyoming. Many roles are listed as in-office or remote. - **Notable perks or engineering culture**: Modern tech stack (React, TypeScript, Go, Python, GCP, Snowflake). Open roles include Senior Frontend Engineer, Agentic AI Engineer, and Product Manager. High autonomy and impact due to rapid scaling. ## Sources 1. [Built In – ImagineArt Careers](https://builtin.com/company/imagineart) 2. [ImagineArt Official Website](https://www.imagine.art/) 3. [LinkedIn – ImagineArt Company Page](https://www.linkedin.com/company/imagineartai) 4. [SignalHire – ImagineArt Company Profile](https://www.signalhire.com/companies/imagineart) 5. [ImagineArt Careers Page (Ashby)](https://jobs.ashbyhq.com/imagineart) ## Other roles at ImagineArt - [SEO Lead](https://feeny.ai/job/seo-lead-imagineart-india-283phkdk5hph) — India - [Talent Pool: Future Roles at ImagineArt](https://feeny.ai/job/talent-pool-future-roles-at-imagineart-imagineart-islamabad-fzbyc7ws9t13) — Islamabad, Pakistan - [Account Executive](https://feeny.ai/job/account-executive-imagineart-san-francisco-yvma40g3av8c) — San Francisco, CA - [SEO Lead](https://feeny.ai/job/seo-lead-imagineart-islamabad-en814n2zj6hg) — Islamabad, Pakistan - [Go Lang Developer](https://feeny.ai/job/go-lang-developer-imagineart-islamabad-k76mjga5nkz5) — Islamabad, Pakistan - [Associate Product Manager - Growth](https://feeny.ai/job/associate-product-manager-growth-imagineart-islamabad-qbpsqvrrvyrp) — Islamabad, Pakistan - [Customer Experience Engineer](https://feeny.ai/job/customer-experience-engineer-imagineart-islamabad-wzc1bd03dstf) — Islamabad, Pakistan - [Senior Backend Engineer](https://feeny.ai/job/senior-backend-engineer-imagineart-islamabad-4kkk1rka6s60) — Islamabad, Pakistan - [Account Executive (Mid-Market)](https://feeny.ai/job/account-executive-mid-market-imagineart-islamabad-rh35ta6f765r) — Islamabad, Pakistan - [Agent Infrastructure Engineer — Core Harness (Superagent)](https://feeny.ai/job/agent-infrastructure-engineer-core-harness-superagent-imagineart-india-484hp2d6bb3e) — India