Head of Client Care

Nuovo Artistic Studios is the premier destination for all things self-love. A by-women company and the largest artistic photography company in North America, Nuovo is on a mission to empower individuals by fostering confidence and self-expression while celebrating intimacy and individuality.

We are searching for a Head of Client Care to join our dedicated team, playing a crucial role in elevating our client experience and driving trust, retention, and long-term satisfaction.

This role ensures both proactive and reactive client care — from following up with clients after their photoshoot to reassure them and answer questions, to handling inbound calls related to scheduling or studio access, as well as managing more complex inquiries and escalations. The role also focuses on building structured, scalable processes, leading the support team, and continuously improving service quality in a fast-growing environment.

This is an excellent opportunity for someone who thrives in a fast-paced, creative setting and takes pride in delivering a high-touch, empathetic, and solution-oriented client experience.

**What You'll Do**:

- Proactive Client Care & Post-Shooting Follow-Up _
- Lead proactive outbound calls to clients a few days after their photoshoot to gather feedback, answer questions, and provide reassurance on next steps (photo delivery, selection process, timelines).
- Ensure clients feel supported, heard, and confident throughout the post-shooting journey. Identify early signs of dissatisfaction and address concerns before they escalate.
- Real-Time Client Support & Studio Coordination _
- Oversee and support inbound calls from clients experiencing last-minute issues (running late, difficulty locating the studio, timing concerns).
- Coordinate quickly with studio teams to adapt schedules and find practical solutions.
- Act as a calm, solution-oriented point of contact in time-sensitive situations.
- Client Support & Case Resolution _
- Personally handle complex, sensitive, or escalated client cases.
- Ensure fair, timely, and brand-aligned resolutions (refunds, reshoots, credits, exceptions).
- Maintain a high standard of empathy, discretion, and professionalism in all client interactions.
- Team Leadership & Performance _
- Lead, coach, and structure the Client Care & Resolution team.
- Set clear expectations around tone of voice, response time, and client handling standards.
- Monitor performance through KPIs (response time, resolution rate, client satisfaction).
- Support the development of team members in both reactive and proactive client communication.
- Processes & Tools _
- Build and document workflows for proactive outreach, inbound support, and escalations.
- Create call scripts, playbooks, and FAQs aligned with brand values.
- Optimize ticketing, call routing, and reporting tools to ensure efficiency and visibility.
- Ensure consistency across all client touchpoints.
- Cross-Functional Collaboration & Continuous Improvement_
- Work closely with studio teams, photographers, sales, and production to resolve issues end-to-end.
- Share client insights and recurring feedback to improve the overall photoshoot experience.
- Continuously refine processes to support scale while maintaining a high-touch, human approach.

**Requirements**:
**About You**:

- 7+ years of experience in customer experience, client services, or customer success.
- Proven experience managing complex client situations and escalations.
- Previous leadership experience in a scaling or fast-growing company.
- Strong emotional intelligence and communication skills.
- Ability to handle sensitive topics with tact and confidence.
- Natural authority and credibility with both clients and internal teams.
- Highly organized, process-driven, and solution-oriented.
- Comfortable working in a female-focused, empowerment-driven environment.
- Experience in premium services, hospitality, wellness, beauty, or creative industries is an asset.
- Background in change management or team structuring is an asset.

**Benefits**

**What We Offer**:

- Inspiring Work Environment: Immerse yourself in a creative, collaborative studio where artistry and empowerment converge.
- Growth Opportunities: Be part of a fast-growing company committed to nurturing talent and fostering career development.
- Recognition and Support: A team that values your contributions and celebrates your success.
- Exclusive Perks: Access to Nuovo’s services and products, ensuring you, too, can experience the power of portraiture. We also provide you with a 50% Family & Friends discount.

**About Us**:
Nuovo Artistic Studios is not just a photography studio; it’s a movement designed to uplift, empower, and transform. Our mission is to provide every guest with a luxury experience that inspires confidence and celebrates individuality. With studios across North America, we are redefining the art of modern portraiture, one empowered story at a time.

This is your opportunity to join a t