Customer Support Agent (Freelance/Part time)

ABOUT US Founded in 2019 and part of Y Combinator's 2020 cohort, Photoroom https://www.photoroom.com is the leading visual solution for e-commerce. We've raised Series B funding and reached 300+ million users worldwide, processing over 5 billion images annually and serving both small businesses and major enterprises like Amazon, DoorDash, and Decathlon through our mobile app, web platform, and API. We're a remote-friendly team of 100+ passionate builders giving e-commerce businesses superpowers to create visuals that help them grow, making the hardest parts of selling online disappear. We focus on craft, innovation, and collaboration, creating exceptional impact for e-commerce businesses worldwide. ROLE SUMMARY We're looking for a Customer Success Agent to help us go to the next level. You'll develop and leverage relationships with app users while acting as a bridge between our users and the Product team, serving as our front office with a user-centric approach. Contract: Freelance part-time agreement Schedule: Monday - Friday 15h00-21h00 CET (9 AM-3 PM EST) or equivalent in your time zone, depending on location Location: USA: EST, CST, MST or PST time zones || $18-20 per hour EMEA: Time zone from UTC+0 to UTC+4 || €18-20 per hour Asia: Time zone from UTC+6 to UTC+8 || $9-10 per hour ABOUT THE ROLE As our Customer Success Agent, you'll be the key connection point between our millions of users (primarily B2C) and our product development team. You will: - Respond to user queries via Intercom in a timely and accurate way, serving as the primary touchpoint for user support - Identify user needs and help users with specific features - Analyse and report product malfunctions, ensuring technical issues are quickly addressed - Update internal databases with information about technical issues and valuable customer discussions - Create and share guidance videos with users as an educational tool - Share feature requests and effective workarounds with team members to bridge user feedback with development - Follow up with customers to ensure their technical issues are fully resolved - Answer App Store and Trustpilot reviews to maintain community engagement ABOUT YOU - 1-3 years of Customer Support experience with demonstrated success in user-focused environments - Collaborative problem-solver who can easily identify problems and work to develop effective solutions - Autonomous worker who enjoys solving problems independently but isn't afraid to ask for help when needed - Analytical thinker able to break down complex, unstructured problems into actionable recommendations - Highly organised with proven ability to juggle multiple priorities effectively - Strong communicator skilled in holding well-structured conversations and explaining solutions clearly - Fluent in English with excellent written and verbal communication skills If you think you have what it takes but don't meet every single point above, please still apply. We'd love to chat and see if you could be a great fit. HIRING PROCESS 1. Interview with the hiring manager (30min) 2. Take-home assignment (1h) 3. Take-home assignment review (30 minutes, scheduled at your convenience) Support: If you have a medical condition or need adjustments to our process that may affect your ability to perform at your best, please let us know so we can discuss how to best support you. DIVERSITY, EQUITY, INCLUSION, AND BELONGING We're committed to enabling everyone to feel included and valued at work. We believe our company and culture are strongest when composed of diverse experiences and backgrounds. That's also why we have flexible working hours, trust people to work remotely, and extended parental leave. All qualified applicants receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.