Customer Support Agent (Freelance/Part time)

Photoroom

2d•$9 - $20•Remote

About The Position

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. As our Customer Success Agent, you'll be the key connection point between our millions of users (primarily B2C) and our product development team.

Requirements

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

Responsibilities

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