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)