Senior Customer Support Expert

7 days ago

Vancouver, British Columbia, Canada Pixieset Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Support Specialist to join our team at Pixieset. As a key member of our Customer Support team, you will play a pivotal role in delivering exceptional support to our customers, ensuring their success and satisfaction with our platform.

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 the highest level of product quality and user experience.
  • Stay up-to-date with the latest product feature launches and enhancements, continuously expanding your knowledge to keep pace with our ever-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 to customers.
  • Act as a brand ambassador, embodying a genuine belief in the value of Pixieset and approaching every interaction with curiosity and dedication.
Requirements
  • 3+ years of customer service or support experience.
  • Mentorship experience.
  • Technical expertise and eagerness to learn all aspects of Pixieset.
  • Excellent written communication skills, with a passion for crafting engaging and accurate content.
  • Problem-solving abilities, 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 is an asset.
What We Offer
  • A hybrid work environment, with 2 in-office days per week.
  • 4 weeks of annual vacation.
  • 3% RRSP matching.
  • $2,000 annual health and lifestyle spending account.
  • $1,000 annual education budget.
  • $1,000 annual charitable donation matching.
  • Comprehensive benefits, including 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.
Working at Pixieset

We are dedicated to providing photographers and creative professionals with the tools they need to showcase their talent and grow their business. Our platform offers a unique all-in-one solution that allows users to easily create and share stunning online galleries, sell their finished work, build an online presence, and manage 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.

As a member of our team, you will have the opportunity to work on exciting projects, collaborate with talented and passionate individuals, and make a real impact on the success of the company as we execute our ambitious product roadmap.

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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