Customer Success Agent (American Timezone)

About Us

Photoroom was launched in 2020 after being accepted into Y Combinator and has become the world's most popular AI photo editor over the past four years. Our mission is clear: to create the best visuals for your commerce.

Photoroom puts the power of great images into more people's hands through our powerful and innovative features, from our best-in-the-world background remover to our generative AI model and tools: AI Images, AI Backgrounds and Shadows, AI Expand, and many more.

Processing over 5 billion images a year and downloaded over 200 million times, Photoroom is now the world's #1 AI photo-editing app, available across mobile, web, and via an API in over 180 countries.

Photoroom is a profitable, remote-friendly company headquartered in Paris with a global team of over 100 world-class deep learning, product, and marketing experts with backgrounds at the world's best companies. We are a diverse team of entrepreneurs building for entrepreneurs.

Role Summary

We're looking for a Customer Success Agent to help us go to the next level. You'll develop and leverage customer relationships while acting as a bridge between our users and the Product team, serving as our front office with our user-centric approach.

Contract: Freelance part-time agreement (5-6 hours daily, 5 days per week including weekends, with 2 weekdays off)

Location: Timezone from UTC-8 and UTC-3

About The Role

As our Customer Success Agent, you'll be the key connection point between our millions of users (mainly B2C) and our product development. 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 reviews once every 2 weeks to maintain community engagement
• Help update Help Center articles to keep our knowledge base current
  
  

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
• Weekend availability - happy to work weekends with 2 weekdays off to serve our global user base
  
  

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

• Screening call with Talent Manager (20-30min)
• Technical interview with Customer Success Lead (30min)
• Take-home assignment (30 minutes, scheduled at your convenience)
• Culture fit interview with team (1 hour with two team members)
  
  

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.