Customer Support & Success Specialist

Job Title: Customer Support & Success Specialist Location: Remote Working Hours: 06:00 to 14:00 CEST Start Date: ASAP About Autoenhance Autoenhance.ai is an automated photo editing platform designed to revolutionise the real estate industry. We use advanced AI to replace skies, correct perspective, and merge HDR brackets instantly, helping photographers and agents edit their images 8000x faster than manual workflows. The Role We are looking for a hybrid Customer Support & Success Specialist to be the ultimate champion for our users. In this role, you will not just react to problems, you will actively ensure our customers get the absolute best results from our platform. Your day will be split between providing fast, high-quality technical support and driving customer success through outreach, onboarding, and continuous experience optimization. If you love deep-diving into photography workflows, speaking directly with users, and building resources that empower them, we want you on our team. Key Responsibilities 1. Customer Support & Technical Resolution - First-Class Support: Provide friendly, fast, and precise assistance to our global customer base via email and live chat. - Technical Investigation: Go beyond standard support templates. You will use internal tooling, admin panels, database lookups, and payment dashboards to investigate and resolve complex customer issues. - Experience Optimization: Take ownership of the user journey. If you see a friction point in the customer experience, you will work with the team to fix it. 2. Customer Success, Onboarding & Knowledge Management - Image Quality Review: Review customer uploads and results. You will analyze their images, diagnose formatting or quality issues, and offer expert guidance on how they can improve their input to get flawless AI-edited results. - Onboarding Calls: Plan, schedule, and host onboarding calls for new users to guide them through the platform, understand their specific needs, and accelerate their time-to-value. - Help Center Content: Write, update, and structure clear, engaging help articles and FAQs that empower users to solve problems independently. - Product Feedback Loop: Translate your customer interactions and support data into actionable feedback for our product and engineering teams to help shape our roadmap. Requirements - Schedule: You must be available to work 06:00 to 14:00 CEST. - Photography Knowledge: This is essential. You must understand real estate photography workflows and concepts, including HDR Bracketing, Perspective Correction, and White Balance, to effectively review customer images and offer advice. - Fluent English: Exceptional written and verbal communication skills. You are equally comfortable with technical troubleshooting over chat and hosting a face-to-face video call with a client. - Customer-Centric Mindset: You genuinely enjoy helping people, conducting outreach, and digging deep into what makes a great user experience. - Tech-Savvy: You adapt quickly to internal admin dashboards, database tools, and customer success software.