Customer Support Representative

Role Overview

Customer Support Representative responsible for owning inbound support and ensuring excellent product delivery to users. This is an active, high-judgment role requiring someone who is fast, sharp, calm under pressure, and excellent with people.

Key Responsibilities

• Respond quickly to inbound questions and solve problems clearly
• Handle customer issues including quality concerns, flagged shoots, human edit requests, and account problems
• Identify and correctly route different issue types: bugs, churn risks, sales opportunities, and onboarding issues
• Solve resolvable issues independently and escalate appropriately
• Ensure every customer interaction leaves them feeling well cared for
• Continuously identify ways to make support faster, smarter, and more scalable
• Work efficiently across multiple communication channels (email, tickets, Slack, internal tools)

Requirements

• Love helping people with clear communication
• Fast, organized, and highly responsive
• Strong judgment and problem-solving skills without overcomplication
• High agency with strong ownership mentality
• Ability to stay calm under pressure and handle urgent issues
• Meticulous attention to detail and quality focus
• Ability to diagnose issue types and route appropriately
• Systems thinking with natural inclination toward workflow improvement

Nice-to-Haves

• Prior experience in customer support, operations, or fast-paced SaaS
• Background in real estate media or real estate photography
• Experience with quality control, escalations, or technical support
• Experience using AI tools to improve workflows or automate repetitive tasks