Community and User Operations Specialist (Part-time)

Community and User Operations Specialist (Part-time) 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)