Customer Support Representative

Aftershoot; United States; On-site; Full time

Job summary

Aftershoot is seeking a Customer Support Agent to join their global team. This role involves providing exceptional customer service, troubleshooting technical issues, and collaborating with internal teams. Ideal candidates will have strong communication skills and a passion for photography.

Qualifications

• Strong written and verbal English communication skills.
• Prior customer-facing experience in support or sales.
• Ability to work independently and solve problems.

Responsibilities

• Own live chat and email support, responding to inquiries.
• Help users troubleshoot issues and host video calls.
• Collaborate with engineers to resolve technical issues.

Skills

English Communication

Problem Solving

Customer Service

Tools

Intercom

Slack

Zoom

Job description

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Head of Customer Experience - Aftershoot | Scaling Customer Success in pre-IPO B2B SaaS | Former switchboard.app & monday.com | Below Average…

Job Overview

Aftershoot is looking for a Customer Support Agent who thrives in fast-paced environments, loves problem-solving, and enjoys helping people to join our growing global Customer Experience team!

At Aftershoot, we’re building more than just AI tools, we’re building a global community of photographers who spend less time behind their screens and more time behind the lens.

Every feature we create, every update we ship, is designed to make post-processing easier, faster, and smarter for photographers around the world. From culling to editing to retouching, our AI tools do all the heavy lifting, so photographers can focus on what they do best: capturing moments, telling stories, and creating magic.

We’re a fast-growing, passionate team backed by over 25,000 photographers and $8M+ in ARR. But we’re just getting started. Our mission is clear: solve the biggest pain points in photography, and keep evolving with photographers who use our tools every day.

If juggling multiple chats, delivering top-tier customer service, and explaining technical concepts in a simple way is your thing—this role is for you!

Customer Support Agents are the linchpin that connects thousands of photographers around the world to our product and engineering teams.

As part of our support team, you’ll be the frontline hero for our users, ensuring they have a smooth experience. You’ll handle chat/email support, host live video calls with customers, resolve technical issues with help from our engineering team and relay valuable customer insights to improve our product.

Key Responsibilities

Customer Support & Troubleshooting:

• Own live chat and email support—respond to customer inquiries with speed and clarity.
• Help users troubleshoot issues, guiding them through solutions with patience and precision.
• Host video calls to help get customers unstuck.
• Master the product inside and out to provide accurate, helpful answers.

Internal Collaboration & Feedback:

• Work with our engineers to identify and resolve technical issues customers face.
• Share insights and feature requests with our product teams to shape our roadmap.
• Communicate customer insights to improve the overall user experience.
• Work efficiently with internal teams via remote tools.

Required Skills & Qualifications

• Strong written and verbal English communication skills (bonus for fluency in other languages).
• Prior customer-facing experience (support, sales, retail, or anything that sharpened your people skills).
• Ability to work independently, think on your feet, and solve problems proactively.
• Comfort using support tools like Intercom, Slack, Zoom and other SaaS platforms. Don’t worry if you haven’t used these specific tools in the past as long as you have the ability to learn new software quickly.
• Ability to work afternoon/evening hours PST for most shifts, some weekends.

Preferred qualifications:

• Experience with photography- as a professional or enthusiast will help you understand and empathize with our customers.
• Experience with Adobe Lightroom or similar tools will give you a technical leg up.
• Previous experience in SaaS customer support will help you level up our internal processes.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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