Client Escalations Specialist

Nuovo Photography•Montreal, QC

6d•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 Escalations Specialist, you'll bring your strong emotional intelligence, resilience, and calm composure to ensure exceptional customer relations even in high-stakes situations. You'll be the key to seamless communication, taking full ownership of complex issues, and turning friction into loyalty. Based in the vibrant Old Port of Montreal, we seek candidates who are driven to maintain genuine and loyal relationships with our clients through effective crisis resolution while supporting our collaborative team. This is an excellent opportunity for someone who thrives in a fast-paced, high-stakes setting and takes pride in delivering a high-touch, resilient, and strategic, solution-oriented client experience.

Requirements

Minimum 3-5 years of professional experience in customer experience, client services, or customer success, with a proven focus on escalation management or crisis resolution.
Strong problem-solving, negotiation, and mediation skills, with the ability to exercise sound judgment, balance client needs, and protect company objectives.
Demonstrated resilience and emotional intelligence to handle complex, highly sensitive situations and frustrated clients with absolute professionalism.
Experience in driving root-cause analysis and implementing positive, measurable changes to optimize workflows and reduce future escalations.
Highly organized, process-driven, and detail-oriented, with the ability to multitask under pressure.
Excellent verbal and written communication skills in English (strong diplomacy is a must); Spanish and French are considered assets.
Proficient with technology and software, including Xero, Slack, Front, and Google Suite.
Eager to learn, highly adaptable to change, and comfortable stepping into high-stakes challenges.

Nice To Haves

Spanish and French are considered assets.

Responsibilities

Manage daily post-shoot client support (calls, emails, follow-ups) with a focus on high-priority and sensitive cases, ensuring full ownership from start to finish.
Act as the primary point of contact for high-stakes escalations, driving swift, effective, and brand-aligned outcomes.
Investigate and unblock critical bottlenecks in order production, editing, or delivery by coordinating efficiently with the studio, sales, and production teams.
In conjunction with your manager, exercise strategic judgment in handling exceptions (refunds, credits, priority reshoots) while balancing client satisfaction and business impact.
Maintain a high standard of resilience, empathy, and absolute discretion in all sensitive client interactions.
Conduct root-cause analysis on recurring issues and share actionable insights to optimize processes and proactively reduce future escalations.
Track escalation metrics and performance through KPIs (resolution time, SLA compliance, and client retention).
Take on additional tasks outside of core responsibilities as directed by your manager to support collaborative team and business needs.