Job Description
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, follow
