Customer Success Associate ( Remote - Night Shift)

Caimera is a Gen‑AI photoshoot platform that produces hyper‑real editorial and catalog images at scale. Leading fashion brands use Caimera to create on‑brand visuals that move products—faster, cheaper, and at uncompromising quality.
Hyper‑real AI imagery that matches (and often beats) studio quality
Non‑destructive editing, proprietary relighting, and garment‑aware fine‑tuning
Built for fashion: PDP, editorial, social, and campaign workflows at scale
*Website: *https://caimera.ai/

What will you do everyday?
As an Customer Success Associate- you will provide high-quality overnight support to Caimera customers across US time zones via Crisp. You will manage inbound customer queries, troubleshoot product-related issues, and ensure timely resolutions while delivering an exceptional customer experience.
You will collaborate with internal teams to escalate complex issues, capture customer feedback and recurring product concerns, and help ensure uninterrupted service during US business hours.

*Shift Hours: 8pm to 6am IST, Monday–Friday *

• Handle incoming Crisp chats during assigned night shift with timely, professional responses.
• Prioritize chats based on plans: enterprise clients are prioritized over free users.
• Troubleshoot product issues (login, help with prompts, integrations, subscription/plan/pricing-related questions) and provide accurate, step-by-step guidance or workarounds.
• Escalate confirmed bugs, incidents, and high-priority issues to the product teams, with screenshots, Ids and customer impact.
• Triage and route non-technical requests to the appropriate internal teams (CS, finance, BD).
• Collect and document customer feedback on product performance, UX pain points, feature requests, and submit consolidated insights to CS and tech teams.
• Follow incident management playbooks and communication templates, shortcuts to provide quick resolution and response.
• Drive customer satisfaction and retention by understanding customer goals, advising best practices, and offering helpful resources or training links.
• Ensure smooth handoff to the day team and provide shift reports (critical incidents, trends, unresolved escalations) to daytime CS/product teams.
• Meet SLA targets for response and resolution times and contribute to improving processes.

Mandatory Skills required to apply for this role:

• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve customer issues efficiently.
• 2+ years of experience in customer support, technical support, or a similar customer-facing role.
• A bachelor's degree in Fashion Design, Fashion Technology, or a related field is a plus.
• Excellent written and verbal communication skills
• Ability to remain calm and professional while handling customer concerns, effectively de-escalating challenging situations and ensuring a positive support experience.
• Strong time management and organizational skills, with the ability to work independently, manage priorities, and take ownership of an overnight support shift.

Why work with Caimera?

• We’re a remote-first company.
• We are a team of kind, empathetic, creative, tech lovers who take the responsibility of ensuring your success.