Customer Support Specialist — Disposable Camera & Photo Lab Company

About the Company:

Fotofoto is a New York–based disposable camera company. We design and manufacture single-use film cameras — the kind you shoot 27 photos on, then send in to be developed. You can see our products here: ----------

What makes us different is that we run our own photo lab. Here's how the process works for a customer:

• They buy a Fotofoto camera and shoot the roll.
• They mail the whole camera back to our lab in Brooklyn using the prepaid return mailer.
• Our lab develops the film and scans it on professional Noritsu equipment.
• We email the customer a link to download their high-resolution digital scans, usually within a set turnaround window.
• We recover and reuse the camera body — nothing goes to waste.

That means our customers are often waiting on something personal and irreplaceable: photos from a wedding, a trip, a birthday. How we communicate with them matters enormously.

The Role:

You will own our customer email inbox. Most days that means answering questions like:

• "Where are my scans?"
• "How long does developing take?"
• "How do I send my camera back?"
• "Some of my photos came out dark — what happened?"
• Order, shipping, and return questions

You'll work with our internal lab software to look up order and roll status, and coordinate with the lab and operations team when something needs a human to chase it down.

Tools You'll Use:

• Gmail — our customer inbox
• Shopify — orders, shipping, refunds
• Our internal lab software — order and film roll status lookups (we'll train you)

What We're Looking For:

• Excellent written English. This is the most important requirement. Clear, warm, well-constructed sentences. No copy-paste robot replies.
• A genuinely cordial, friendly tone. Customers should finish an email with you feeling taken care of, even when the answer isn't the one they wanted.
• Prior customer service or communication experience. Ecommerce, support desk, or similar.
• Fast learner. Film photography has its own vocabulary and our lab has its own workflow. You don't need to know any of it now — you do need to pick it up quickly and enjoy doing so.
• Great attitude and ownership. If something is stuck, you flag it and follow up rather than letting it sit.
• Reliable internet and a quiet place to work.

Nice to Have:

• Experience with Shopify or a helpdesk tool
• An interest in photography or film
• Experience at a consumer product or ecommerce brand