About the Role
As a Community and User Operations Specialist at Pika, you will play a vital role in ensuring a safe, engaging, and supportive experience for our users. This multifaceted position combines direct customer support, active community moderation, and hands-on product operations—contributing directly to product quality and user satisfaction. Success in this role requires flexibility, in-depth product knowledge, and a high level of availability.
Key Responsibilities
Customer and Community Support
- Address and resolve daily user inquiries across multiple platforms (Email, Discord, Stripe) related to subscriptions, billing, account access, and technical issues.
- Manage manual account tasks such as resending invoices and processing account deletions for pika.art.
- Provide direct, hands-on resolutions to user concerns to enhance satisfaction and reduce churn.
- Assist with Stripe-related requests and coordinate billing tickets with the onboarded Stripe team.
Content Moderation and Community Management
- Maintain a professional, brand-aligned, and friendly tone in all community interactions.
- Proactively moderate content, removing NSFW material and disruptive users in Discord, WhatsApp groups, Nova, and other public channels.
- Monitor for and report any CSAM (child sexual abuse material).
- Respond to community questions, highlight valuable feedback, and monitor overall sentiment within the community.
- Prepare clear and actionable reports on community feedback and sentiment.
- Oversee sponsored credits usage by creative partners to ensure they are used productively.
Product Operations and Quality Assurance
- Serve as the primary observer for model outages, reporting issues immediately to the internal team.
- Conduct regular integrity checks on all video generation models and user interfaces.
- Identify and escalate bugs or issues to the appropriate teams.
- Track user-reported pain points and suggest actionable improvements, following up to ensure their implementation.
- Advocate to ensure that important product improvements are not overlooked.
Required Experience and Availability
- Active Pika creator since Beta, with complete familiarity with all Pika models and products.
- Experience as an active Nova creator with several selected templates.
- Demonstrated ability to contribute creative insights to campaigns and product launches.
- Reliable and consistent availability, including the ability to deliver results and progress seven days a week as needed by team and user demands. (estimated 25 hours/week)
