Posted about 5 years ago

Support Hero, Flickr Remote-WFH At Flickr, we take customer support seriously. This is an exciting opportunity to get in on the ground floor as Flickr starts its new journey as part of SmugMug. We’re looking for people who not only live and breathe good customer service, but also are passionate about building the foundational processes and policies that keep our members’ needs front and center. Our aim is to deliver an awesome experience in every customer interaction and “Always do right. This will gratify some people and astonish the rest.” Mark Twain We are knowledgeable, friendly, and compassionate humans who work from around the world to support Flickr photographers. Our support team (called Heroes) works closely and collaboratively with the QA, product, engineering, design, and marketing teams to ensure that issues affecting our customers are shared with those who can take action on them, and we advocate tirelessly for an improved user experience on Flickr. This is a remote role, and you will use tools like Kustomer, JIRA, Guru, Google Hangouts, and Slack in your day to day. You Will: Maintain a positive, empathetic, and professional attitude toward customers at all times Communicate with customers through email and social media Respond promptly to customer inquiries and manage a large volume of conversations Acknowledge and resolve customer complaints Ensure customer satisfaction and provide professional customer support Report bugs to the QA team Identify trends and pain points and collaborate with team members on solutions You Have: A strong sense of empathy; you can meet people where they are Excellent written and communication skills Computer and tech savviness (Apple products helpful) Previous online customer-service experience A positive and service-oriented attitude A focus on quality and attention to detail Problem-solving capabilities Organizational skills with the ability to manage numerous priorities at once An ability to thrive in a fast-paced and sometimes high-pressure environment Willingness to work independently and as part of a team Nice to Have: Passion for photography Flickr knowledge