Client Care Specialist

Nuovo Photography•Montreal, QC

2d•Onsite

About The Position

Nuovo Artistic Studios is the premier destination for all things self-love. A by-women company and one of the largest artistic photography companies in North America, Nuovo is on a mission to empower individuals by fostering confidence and self-expression while celebrating intimacy and individuality. As a Client Care Specialist, you will play a critical role at the intersection of client care and image retouching. You will own the resolution of post-shoot client requests end-to-end, from understanding client feedback to delivering refined and high-quality final images. By combining strong communication skills with photography and retouching expertise, you will ensure a seamless, fast, and personalized experience, eliminating friction between teams and elevating overall client satisfaction. This is an excellent opportunity for someone who thrives in a fast-paced, creative environment and takes pride in delivering a high-touch, solution-oriented, and detail-driven client experience.

Requirements

Degree or diploma in Art, Photography, Communication, Hospitality or a related field, with a strong foundation in image editing and visual aesthetics.
Strong experience (2+ years) in client service, customer experience, or client-facing roles.
Hands-on experience (1+ year) in photography, retouching or editing.
Strong eye for detail, consistency, and visual quality, with the ability to deliver polished images aligned with brand standards.
Excellent communication and interpersonal skills, with the ability to understand client needs and respond with empathy and professionalism.
Solution-oriented mindset, with the ability to balance client expectations and business objectives.
Highly organized and able to manage multiple requests and deadlines in a fast-paced environment.
Comfortable handling feedback and making iterative adjustments based on client input.
Proficient with digital tools and platforms (Photoshop, Lightroom, Bridge, Google Workspace, CRM/ticketing tools such as Front or similar).
Eager to learn, and adaptable to change and stepping into new challenges.
Fluent in English

Nice To Haves

French and/or Spanish is an asset.

Responsibilities

Act as the primary point of contact for post-shoot client interactions (email, calls, follow-ups), ensuring high-touch, elevated, and empathetic tone, aligned with Nuovo standards.
Deliver a consultative and premium experience, not just transactional support, by setting clear expectations around timelines, revisions, and next steps.
Support clients in selecting their images by providing confident recommendations when they might be unsure or overwhelmed and proactively follow-up on stalled selections to keep files moving.
Own and resolve client feedback related to final images by advising on minor requests (skin, blemishes, color, lighting, refinements) and guiding them on what is feasible, leveraging your strong eye and understanding of photography and retouching, including the language and technicalities required to provide the best possible solution.
Confidently manage sensitive situations (delays, dissatisfaction, unclear feedback).
Coordinate complex or advanced retouching requests with the Retouching and Design team when necessary by translating requests into clear, structured instructions.
Coordinate efficiently the production, editing, manufacturing, and delivery of client orders between all involved parties.
Monitor client database and performance through KPIs (response time, resolution rate, client satisfaction).
Identify recurring feedback and contribute to improving internal processes, workflows, and the overall client experience.
Maintain accurate documentation of client interactions, retouching adjustments, and resolutions.