Senior Customer Support Expert
3 days ago
We are seeking a highly skilled and experienced Senior Customer Support Specialist to join our team at Pixieset. As a key member of our support team, you will play a pivotal role in delivering exceptional customer experiences and ensuring the success of our customers.
Key Responsibilities- Provide high-quality and efficient support to customers through various communication channels, including chat and email.
- Collaborate with cross-functional teams to assist in replicating and reporting bugs, ensuring product quality and a seamless user experience.
- Stay up-to-date with the latest product feature launches and enhancements, continuously expanding your knowledge to keep pace with our evolving platform.
- Contribute to shaping our customer support processes and team culture, fostering an environment of kindness, respect, and continuous improvement.
- Assist in creating and editing knowledge base articles, internal resources, and other materials to provide authentic and empathetic support, empowering users to navigate our platform confidently.
- Act as a brand ambassador, embodying a genuine belief in the value of Pixieset and approaching every interaction with curiosity and dedication, ensuring users receive exceptional support.
- 3+ years of customer service/support experience.
- Mentorship experience.
- Tech-savviness and eagerness to learn all the intricacies of Pixieset.
- Excellent written communication skills with a passion for crafting engaging and accurate content.
- Problem-solving abilities, approaching challenges with a Sherlock Holmes-like intuition to uncover the best solutions.
- Strong prioritization and time management skills, with the ability to seamlessly switch between tasks.
- Patient, empathetic, and collaborative.
- Familiarity with professional photography workflow and software (an asset).
- A hybrid work environment (2 in-office days per week).
- 4 weeks of annual vacation.
- 3% RRSP matching.
- $2,000 annual health & lifestyle spending account.
- $1,000 annual education budget.
- $1,000 annual charitable donation matching.
- Comprehensive benefits: extended health, critical illness, long-term disability, and life insurance.
- Company-issued MacBook and a one-time $500 home office budget.
- Anniversary rewards and a complimentary Pixieset premium account.
- Engaging team-building activities and company-wide events.
We're dedicated to providing photographers and creative professionals with the tools they need to showcase their talent and grow their business. Our culture is dynamic, collaborative, and encourages continuous learning and growth. Ideas and feedback are always welcomed and employees are encouraged to share their skills and knowledge with the team. We value dedication, innovation, and teamwork, and we are passionate about technology and providing simple solutions to complex challenges.
We are proud to be certified as a Great Place to Work, Best Workplace in Technology, and Best Workplace for Inclusion. We love what we do, and we love the people we work with. Our commitment to a diverse and inclusive workplace is one of our keys for success. We believe that talent is talent and having many different perspectives, backgrounds, and experiences makes for a stronger team, product, and company.
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