Customer Experience Associate

6 months ago

Toronto, Canada Zenfolio Full time

**Title: Customer Experience Associate**

**Reports to: Manager, CX**

**Location: Remote (Canada)**

Company Overview

We are living in some of the most exciting times for creative entrepreneurs. Creative professionals are more empowered than ever before to capture the world around us - to share it and ultimately, to sell it. That’s why we’ve created a comprehensive platform that gives creative professionals access to the tools they need so that making a name for themself - and making a living - is easier than ever before.

Welcome to Zenfolio Inc.

We are working together to help creative professionals showcase, market and sell their work online. Together, our product suite includes a website portfolio builder, an online store, client management tools and more. With 120+ team members distributed globally, and tens of thousands of customers in over 190 countries, we build solutions that cater to the diverse needs of creative professionals around the globe.

Role Overview

No. of openings**:2**

**Responsibilities**:

- Provide excellent care and a positive experience for all who contact us
- Ensure timely responses to all inquiries
- Effectively articulate complex information to a variety of technical and non-technical users (i.e. helping people who have basic computer skills and need a lot of hand-holding)
- Educate and empower customers to increase their proficiency of the **Zenfolio and Format** platform
- Identify areas of usability concerns and escalate them for technical resolution
- Providing support during weekend, early morning, or evening hours is expected
- Assist with inter-departmental projects, as needed

Must-haves:

- Positive attitude and empathetic nature
- Desire to help others
- Excellent written and verbal communication skills
- Fantastic time management skills
- Able to type a minimum of 50 wpm
- Ability to quickly learn new concepts
- Sense of curiosity and desire to investigate complex issues
- Ability to break down complex issues into smaller, easily digested parts
- Adaptability in an ever-changing work environment

Nice-to-haves:

- Previous customer support experience with an online company
- Experience with Zendesk, Intercom or other support ticketing tools
- Familiarity with photo management tools such as Photoshop and Lightroom
- Basic understanding of digital photo concepts such as aspect ratio, color profiles, file formats, image resolution
- Ability to communicate complex technical problems in a "customer-friendly" language
- Passion for photography or the visual arts
- Working knowledge of both Mac and PC platforms
- Basic knowledge of web hosting
- Previous remote work experience

Compensation

The salary range for this position is CAD 55,000 to CAD 58,000 (median to high). Total compensation includes salary + annual bonus and comprehensive benefits coverage from day 1 of employment.

Why you should work with us

We are built on the values we believe in—ownership, collaboration, embracing change, impactful and simplistic. We move fast, solve important problems and continuously aim to do and be better. At Zenfolio, the work of every team member _matters_—whether it’s for our members, company, team, or culture—we all strive to make an impact with ideas that are better, smarter, and more innovative. Our team members make important decisions every day that have direct and tangible impacts on our users.

As a remote-only growing team (120+), we care deeply about fostering a company that our team is extremely proud to work for—a healthy organizational culture, competitive salaries, flexible work arrangements, great health benefits and other perks.

We have an amazing team that will be eager to help you succeed in your role and grow in your career.

What to Expect

If this sounds like the right place for you, then get in touch We can’t wait to meet you. Your resume will be reviewed by a human as soon as possible. Selected applicants will be invited for an initial screening with someone from our team where we will converse about the role and the organization. We usually have 3 rounds of interviews - One 15-minute screening video call, followed by two 60-minute video calls.
- Please note that while all our roles are remote, we are hiring for this role only in Canada and will not be sponsoring visas for this position. You must be located in and eligible to work in Canada to be selected._

**Salary**: $55,000.00-$58,000.00 per year

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