Senior Customer Support Specialist
About The Position
Join Pixieset as a Senior Customer Support Specialist and help deliver exceptional support experiences to photographers worldwide. As our customer community continues to grow, we’re looking for experienced support professionals who bring strong product knowledge, problem-solving skills, and a customer-first mindset to every interaction. In this role, you’ll help resolve complex customer and technical issues, mentor teammates, contribute to process improvements, and collaborate cross-functionally to improve the overall support experience. As a self-starter, you’ll confidently take initiative, apply sound judgment, and advocate for our customers’ success. At Pixieset, we take immense pride in providing world-class support and consistently going the extra mile for our customers. Your work will directly support the success of more than 1.5 million photographers who rely on Pixieset every day.
Requirements
- 3+ years of customer service / support experience
- Experience supporting teammates through peer mentorship, collaboration, or onboarding
- Tech savvy and eager 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
Nice To Haves
- Familiar with professional photography workflow and software
Responsibilities
- Provide high-quality and efficient support to our customers through chat and email correspondences, delivering prompt and effective solutions to their inquiries and concerns
- Serve as a go-to resource for complex customer and technical issues, using deep product knowledge and strong troubleshooting skills to guide effective solutions
- Collaborate with cross-functional teams to assist in replicating and reporting bugs, taking ownership of product quality and the overall 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 improving Customer Support processes, documentation, and team collaboration, helping foster an environment of kindness, respect, and continuous improvement
- Assist in creating and editing knowledge base articles, internal resources, etc. to provide authentic and empathetic support, empowering users to navigate our platform confidential
- 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
- Proactively identify areas for improvement within the support team and user experience, taking initiative to implement solutions and drive positive change
Benefits
- Hybrid work environment (2 in-office days per week)
- 4 weeks of annual vacation & paid time off for office holiday closure
- 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 & life insurance
- Company-issued MacBook & home office budget
- Anniversary rewards & complimentary Pixieset premium account
- Team-building activities & company-wide events
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
