Customer Support Specialist

Member Engagement Specialist

Customer Support Role

Photobucket pioneered digital photo hosting. Founded in 2003, the platform now serves more than 70 million users and stores over 13 billion photos and videos. With strong growth and profitable operations, Photobucket has built a durable platform and strong financial foundation.

Now we are building what comes next: a new brand and platform that represent the evolution of Photobucket, designed to redefine how people connect through shared moments. We are creating private digital spaces where real relationships, shared experiences, and authentic communities thrive.

Our Mission: Empower people to connect through shared moments, safely, simply, and intentionally.

We are looking for a Member Engagement Specialist who wants to join our small support team and be the human voice of Photobucket as we move into our next chapter. You'll be on the front line of every customer interaction during this transition, helping both existing customers and the first wave of new users trust and adopt the new platform. 

Position Schedule:

Schedule: Monday through Friday, 9:00 a.m. - 5:30 p.m. (MT)

Training: Monday through Friday, 8:30 a.m. - 5:00 p.m. (MT), lasting three weeks

What You’ll Do

Customer Conversations

• Talk to customers like a person, not a script. Stay warm, friendly, and conversational, even in escalations and repeat contacts.
• Respond to customer inquiries across email, live chat, and social media within SLA.
• Resolve billing and subscription questions and match customers to the right plan.
• Look for small gestures that turn a frustrated customer into a loyal one.

Issue Resolution

• Troubleshoot customer issues across our website, mobile app, and features, including hosting.
• Diagnose methodically: ask the right questions to understand what the customer is seeing, replicate the issue, and isolate the cause.

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• Document the steps needed for Engineering to reproduce and act on the issue without follow-up.
• Flag recurring customer issues to Product and Engineering.

Knowledge & Quality

• Help keep Help Center content accurate by reviewing and refreshing articles as they become outdated.
• Acknowledge and grow from QA feedback on tickets.
• Complete periodic self-QA reviews as part of coaching and development.

What Success Looks Like

• Meet individual and team targets for CSAT, first reply time, average chat handle time, and quality scores.
• Carry your share of the ticket volume to keep the queue moving, in both steady and high-volume periods.
• Manage up to two concurrent chats while maintaining quality and response times.
• Write clear bug reports that Engineering can act on, and flag useful customer feedback with Product.
• Build deep product knowledge to resolve issues confidently.

Who We're Looking For

• You’re positive and a team player. You understand that a team succeeds when everyone is working together.
• You love helping people and teaching them how to use a product they may be unfamiliar with.
• You write like a human, not a help-desk script. Warm, conversational, and clear, even when the question is technical or the customer is difficult.
• You take feedback well and enjoy making even small improvements.
• You can stay sharp and comfortable with your work, including but not limited to repetitive tasks.

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• You're patient, grounded, and genuinely care about the customer on the other side of the screen.

Qualifications

• 1–2 years of customer support experience via email and live chat, including managing multiple concurrent conversations.
• Clear, conversational written communication, with the ability to explain technical things in plain language.
• Strong troubleshooting and problem-solving skills.
• Attention to detail in spelling, grammar, and ticket notes.
• SaaS support experience, familiarity with Zendesk or similar ticketing platforms, and experience writing help articles are a plus.

Location & Compensation

This is a fully remote, work-from-home role. Photobucket operates with a distributed workforce, with hubs in Denver and Boulder, Colorado.

We are open to candidates based in Colorado, Arizona, New York, Illinois, Wisconsin, Nevada, Texas, North Carolina, and Michigan only.

Travel to our Denver hub is expected quarterly.

Hourly range: $23–$25, depending on experience. Benefits include medical, dental, and vision (employee coverage fully paid), 401(k) with 100% match up to 5%, monthly internet and gym/fitness stipends, and paid time off.

Why Join Photobucket

We believe the internet needs healthier spaces for connection. Our new brand is being built to bring people together around shared experiences, without the noise, pressure, and algorithms that dominate traditional social media.

We are building something ambitious, and support is where that promise meets the customer.

You'll work alongside senior teammates who've done this work for years, with regular exposure to Product and Engineering, plus ongoing coaching and training as you grow into the role.

If you want to do support work where the stakes are real and you genuinely care about the people on the other end, we'd love to hear from you.