Customer Support Agent (Freelance/Part time)
Photoroom · United States
- Hybrid
- Part-time
- $40,000 / year
- United States
Job highlights
- Respond to user queries via Intercom.
- Identify user needs and features.
- Analyze and report product malfunctions.
- Create and share guidance videos.
- Answer App Store and Trustpilot reviews.
About the role
About Us
Founded in 2019 and part of Y Combinator's 2020 cohort, Photoroom 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 (9AM -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
- Interview with the hiring manager (30min)
- Take-home assignment (1h)
- 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.
Key skills/competency
- Customer Support
- User Queries
- Intercom
- Product Malfunctions
- Customer Feedback
- Technical Issues
- App Store Reviews
- Trustpilot Reviews
- Communication Skills
- Problem Solving
Skills & topics
- Customer Support
- User Support
- Intercom
- E-commerce
- Remote
- Part-time
- Freelance
- Customer Success
- Problem Solving
- Communication
How to get hired
- Tailor your resume: Highlight 1-3 years of customer support experience and user-focused success.
- Showcase problem-solving skills: Emphasize your ability to analyze issues and develop solutions.
- Demonstrate communication strength: Provide examples of clear, well-structured conversations and explanations.
- Prepare for assignments: Be ready for a take-home assignment to assess your skills.
- Embrace remote work: Highlight your autonomy and ability to work independently.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the salary for a Customer Support Agent at Photoroom?
- The hourly rate for a Customer Support Agent at Photoroom varies by region. In the USA, it's $18-20 per hour. In EMEA, it's €18-20 per hour. In Asia, it's $9-10 per hour.
- What are the working hours for this Customer Support Agent role?
- The schedule is Monday to Friday, 15h00-21h00 CET (9 AM - 3 PM EST) or equivalent in your time zone, depending on your location. This is a freelance part-time agreement.
- Is this a remote position for the Customer Support Agent role?
- Yes, Photoroom is a remote-friendly company, and this Customer Support Agent position is a freelance part-time role that can be performed remotely, with specific time zone requirements based on your location.
- What is the hiring process for the Customer Support Agent position at Photoroom?
- The hiring process includes an initial interview with the hiring manager (30 minutes), followed by a take-home assignment (1 hour), and a review of the take-home assignment (30 minutes).
- What kind of experience is required for the Customer Support Agent role?
- We are looking for 1-3 years of Customer Support experience with a demonstrated success in user-focused environments. Strong communication, analytical, and problem-solving skills are also essential.
- What tools will I use as a Customer Support Agent at Photoroom?
- As a Customer Support Agent, you will primarily use Intercom to respond to user queries and will also be updating internal databases. You may also create guidance videos as an educational tool.
- How does Photoroom support diversity and inclusion in its hiring process?
- Photoroom is committed to diversity, equity, inclusion, and belonging. They value diverse experiences and backgrounds, offering flexible working hours and trusting remote work. All qualified applicants receive consideration without regard to protected characteristics.