CustomerSupportAgent(Freelance/Parttime)

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 use