Part-Time Customer Success Generalist - Remote, $30-38/hr W-2

About HookPic HookPic is an AI-powered product imagery platform for furniture, upholstery, and home-furnishings brands. We help our customers, from boutique designers to national brands and major design agencies, generate accurate, beautiful product images at a fraction of the time and cost of traditional photography or 3D rendering. We're a small, profitable, founder-led team. The Role We're looking for a thoughtful, patient, communicative person to be the heartbeat of our customer experience. You'll be the first call when a customer needs help, the friendly face during onboarding, and the proactive partner reaching out to users who've gone quiet. If our customers love working with HookPic, it'll be in large part because of you. This is a part-time role (~20-25 hours/week) with strong autonomy, direct collaboration with the founders, and room to grow as the company does. What You'll Do - Respond to customer support requests across chat, email, and the occasional video call - Run new-customer onboarding sessions: teach them how the use HookPic, help them get to their first generated image - Proactively check in with customers who've gone inactive or seem stuck; understand why and help them get moving again - Surface patterns, objections, and product feedback back to the team - Keep CRM and customer notes clean enough that we always know where each account stands - Help build the customer-success playbook as we grow

What We're Looking For

Required: - 2+ years in a customer-facing role (success, support, onboarding, or account management) at a SaaS or software company - Strong written communication - Comfortable on video calls with non-technical customers - Patient and outcome-focused - you meet customers where they are and help help resolve their questions - Self-directed - you can run your own day without close supervision Nice to have: - Background or strong interest in design, furniture, interiors, or visual creative work - Comfort using creative tools (Canva, Figma, Adobe) as a user - Experience with help-desk and CRM tools - Comfort using AI tools and explaining them to non-technical users What We Offer - $30-38/hour, part-time, fully remote - Real autonomy and a chance to shape how customer success works at a growing company - Direct collaboration with the founders - your work matters and you'll see its impact week-to-week - Profitable, bootstrapped company stability - Standard tools and equipment allowance provided Pay: $30.00 - $38.00 per hour Benefits:

• Flexible schedule
• Paid time off

Experience:

• Customer Success or Customer Support: 1 year (Preferred)
• Furniture or Home Goods industry: 1 year (Preferred)

Work Location: Remote