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Posted 7 months ago

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 that are located in either Austria, Netherlands or the UK 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:

  • Fluent in spoken and written English 

  • 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:

  • Proficient in Spanish, German, Portuguese, French or Italian

  • Passion for photography

  • Flickr knowledge

*Remote work applies to select Countries: Austria, Netherlands and UK