Customer Care Agent (Remote In CA, CO, TX)

About GotPhoto/fotograf.de

Our mission is to digitalize the people photography industry.

GotPhoto.com | fotograf.de is dedicated to making photographers’ lives easier and more efficient. We provide an end-to-end workflow and e-commerce solution enabling photographers to digitalize key parts of their workflow - from photo management to payment, combined with a user-friendly platform. Making them more successful and spending more time behind the lens!

Since 2012, our journey has been filled with an entrepreneurial spirit, witnessing countless success stories that prove our sustainable business model works and is profitable.

We’re building a tight-knit ecosystem where everyone can thrive – including you! Join our team of 170+ talented individuals and be part of our journey to empower photographers like never before!

The Role



Your mission

GotPhoto is looking for an enthusiastic Customer Care Agent to join our Customer Development Team in California (remote), Colorado (hybrid), or Texas (remote) to ensure our customers get the best out of our solution by engaging with them via phone or mail and solving complex technical issues effectively.

Our business is growing and so is our team: we will have around 200 employees, distributed over 5 countries, by the end of 2024. As we grow and expand, we recognize the need for a dedicated Customer Care Agent to join our team and help us to build a stronger function. This role will act as the first point of contact for our clients, providing excellent guidance and support.



Responsibilities

• Respond to our customer inquiries and resolve issues promptly and courteously via phone and email.

• Provide accurate information about our platform and its features

• Troubleshoot technical issues and escalate complex problems to the appropriate departments.

• Maintain detailed records of customer interactions and transactions using our CRM system.

• Support the improvement of our Customer Development operation

We are looking for:

• At least 6 months of experience in customer service or support, using technical documentation to navigate platforms and processes

• Strong problem-solving abilities and attention to detail.

• Ability to quickly grasp, explain, and troubleshoot new technologies, product updates, and systems to end users

• Experience communicating customer issues to internal teams

• Excellent verbal and written communication skills

• Experience in software or tech organizations is a plus



The Perks

• Our culture: Yes, this may sound cheesy - but our eNPS of 47+ speaks for itself and is a testament to the collaborative and open work environment we’ve created. We have a bi-annual review process and a strong feedback culture to ensure your growth.

• Hybrid Work: We operate in a flexible hybrid model, combining the best of both worlds. With teams distributed across the US, our meeting hub is in Atlanta, and the meeting frequency depends on your location.

• Work from Abroad: We enable you to work from almost anywhere, allowing up to 40 days outside the USA.

• Generous Leave Policy: We offer a generous leave policy to help you balance work and life, along with a flexible sick leave.

• Well-being & Personal Life: We provide paid medical leave and paid parental leave 

• Fitness: Enjoy a subsidized fitness membership with various options to choose from.

• Learning & Development: You'll receive an annual learning budget of $500, which can be increased to $1,000.

A Final Word:

Research shows that candidates from underrepresented backgrounds may refrain from applying for positions if they feel they don't meet all qualifications. We strongly encourage you to apply if you’re interested: we're excited to discover how your distinctive experience can enhance our team!

We work as one team. Wherever you come from. However, you identify. We believe in equal opportunities.

We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion, or belief. We make hiring decisions based on your experience, skills, and personality. We believe that employing a diverse workforce is the right thing to do and is central to our success.