Pictory

🎉 We’re Hiring! Customer Support Specialist (Remote) Join the fast-growing team at Pictory.ai — where AI meets video magic! 🎬✨ 💡 About Us Hey there! We’re Pictory.ai , and we’re here to make video creation as fast and effortless. Using the magic of AI, we help creators and businesses turn blogs, whitepapers, webinars, PPTs - even plain text - into stunning videos in minutes. Our platform is growing fast, loved by users worldwide, and we're just getting started. To keep up with our amazing growth and support our awesome customers, we’re looking for a Customer Support Specialist who’s passionate about helping people, solving problems, and being part of something big. 🚀 What You’ll Be Doing As a Customer Support Specialist , you’ll be the friendly face of the company that helps our users make the most of Pictory. Here's what your days might look like: ✨ Make Customers Smile : Triage issues, troubleshoot like a pro, and deliver delightful support that makes our users say “wow.” 🤝 Team Up for Success : Work closely with engineering, product, and other teams to tackle bugs, feature requests, and feedback with style. 🎓 Train & Empower : Run demos, answer questions, and make sure customers feel confident and excited about using Pictory. 🛠 Test Like a Champ : Help test new features and make sure they’re up to our high-quality standards before they go live. 🧠 What You Bring to the Table We’re looking for someone who’s not just skilled, but genuinely loves helping people. Here’s what we’d love to see: Fluent in English – both written and spoken SaaS Savvy – 2+ years in a customer-facing role at a SaaS company Tech-Confident – strong troubleshooting skills and a love for solving problems Detail-Oriented – you notice the little things that others miss Accountable – reliable, self-driven, and always follows through Great Communicator – clear, friendly, and empathetic in every interaction Presenter Ready – comfortable with product demos, webinars, and training sessions Go-Getter Attitude – proactive, curious, and excited to take initiative 🎥 Bonus : Experience with video tools or visual design? That’s a big plus! 💼 What You’ll Get 🌍 100% Remote Freedom 💰 Competitive Salary – we value your skills and time 🧠 Supportive Team – no micromanagement, just smart, kind humans 🌟 Fast-Paced Culture – be part of a team that’s building something exciting every single day 🌎 Where & When This is a fully remote role — work from anywhere you love! You’ll support our customers worldwide , so working hours are: 5 AM – 2 PM IST 🤝 Equal Opportunity for All We believe in creating a workplace where everyone belongs . Pictory is proud to be an equal opportunity employer — we celebrate diversity and are committed to building an inclusive environment for all. 🚀 Ready to Join the Ride? If you’re excited about helping people, passionate about tech, and ready to join a rocket ship of a company, we want to hear from you ! 📩 Send your resume (in English) to careers@pictory.ai We can’t wait to meet you!

🎥 At Pictory, we believe everyone should be able to tell their story - visually, easily, and at scale. We have built an AI-powered video platform loved by thousands of customers across Marketing, L&D, and Education. Recognized by Gartner. Featured in Times Square. Profitable. Growing fast. We are now looking for a Head of Customer Success & Support to lead onboarding, adoption, retention, and expansion especially for our enterprise customers. You will build a team, architect systems, and ensure customers unlock meaningful value, fast. 🔹 What you will do? Build strong, trust-based relationships with customers from onboarding to renewal Lead enterprise onboarding and training , ensuring rapid time-to-value Develop scalable programs for customer education , including webinars, help content, and documentation Track and own Net Revenue Retention (NRR) as your core KPI, driving both retention and expansion Monitor customer health and proactively identify churn and growth signals Deliver proactive support across chat, email, and other channels driving high CSAT and fast resolution Conduct regular business reviews (QBRs/MBRs) to align with enterprise goals Collaborate cross-functionally with Sales, Product, and Marketing to close the loop on customer feedback and inform roadmap Build and mentor a high-performing global team of CSMs and Support Specialists Map and optimize customer journeys to remove friction and increase stickiness Implement scalable systems and tools to manage customer engagement, training, and support 🔹 What we are looking for? 7+ years of experience in Customer Success or Support in a SaaS environment, with 3+ years in a leadership role Demonstrated success onboarding and growing enterprise accounts Skilled in building and scaling CS and support playbooks, systems, and dashboards Strong communicator who builds rapport, earns trust, and handles difficult conversations with grace Deep understanding of success metrics especially NRR, activation, CSAT, and adoption Strategic thinker who can zoom out, but also jump into customer issues when needed A plus: familiarity with video tools, AI platforms, or creator ecosystems Comfortable working in EST time zone. This is a critical requirement for the role. To help us assess mutual fit, please answer the following questions. 1) You are seeing usage plateau among enterprise users after initial onboarding. How would you diagnose the problem and reignite adoption? 2) If you could only track three metrics to prove the value of Customer Success & Support, which ones would you choose and why? 3) Support tickets have doubled overnight due to a bug. Engineering says it’ll take 48 hours to fix. What do you do immediately and how do you protect trust? 🔹 Why join us? Competitive salary and benefits package Opportunity to work with a talented and passionate team Flexible remote work environment Professional development and growth opportunities A chance to make a significant impact in a rapidly growing company

About Pictory At Pictory, we believe everyone should be able to tell their story - visually, easily, and at scale. We have built an AI-powered video platform loved by thousands of customers across Marketing, L&D, and Education. Recognized by Gartner. Featured in Times Square. Profitable. Growing fast. We are now looking for a Head of Customer Success & Support to lead onboarding, adoption, retention, and expansion, especially for our enterprise customers. You will build a team, architect systems, and ensure customers unlock meaningful value, fast. 🔹 What you will do? Build strong, trust-based relationships with customers from onboarding to renewal Lead enterprise onboarding and training, ensuring rapid time-to-value Develop scalable programs for customer education, including webinars, help content, and documentation Track and own Net Revenue Retention (NRR) as your core KPI, driving both retention and expansion Monitor customer health and proactively identify churn and growth signals Deliver proactive support across chat, email, and other channels, driving high CSAT and fast resolution Conduct regular business reviews (QBRs/MBRs) to align with enterprise goals Collaborate cross-functionally with Sales, Product, and Marketing to close the loop on customer feedback and inform roadmap Build and mentor a high-performing global team of CSMs and Support Specialists Map and optimize customer journeys to remove friction and increase stickiness Implement scalable systems and tools to manage customer engagement, training, and support 🔹 What we are looking for? 8+ years of experience in Customer Success or Support for a SaaS product, with 3+ years in a leadership role Demonstrated success onboarding and growing enterprise accounts Skilled in building and scaling CS and support playbooks, systems, and dashboards Strong communicator who builds rapport, earns trust, and handles difficult conversations with grace Deep understanding of success metrics, especially NRR, activation, CSAT, and adoption Strategic thinker who can zoom out but also jump into customer issues when needed A plus: familiarity with video tools, AI platforms, or creator ecosystems Comfortable working in EST time zone. This is a critical requirement for the role Comfortable in being a hustler and doer - Strategy to customer trainings to answering support tickets 🔹 Why join us? Competitive salary and benefits package Opportunity to work with a talented and passionate team Flexible remote work environment Professional development and growth opportunities A chance to make a significant impact in a rapidly growing company