Job Description

About Pixieset

Our vision is to become the household name for photographers. We craft beautiful, simple, end-to-end software solutions that meet the needs of modern photographers, one in which their entire workflow is elevated by our products. We are proud to be certified as a Great Place to Work™️ and recognized in the Growth 500 ranking of Canada’s Fastest-Growing Companies, Deloitte’s Technology Fast 50, and Globe and Mail’s Top Growth Companies in Canada.

Job Description

Making sure our customers are happy and successful is part of our DNA, and because of this, we are looking for an experienced manager to lead our Customer Support team!

The Customer Support (CS) Manager is responsible for leading and developing all aspects of CS to deliver outstanding service to Pixieset customers. This position ensures the tools and processes used to interact with customers elevates the work of the CS team and advances the quality experiences Pixieset customers deserve. The CS Manager is also responsible for hiring and developing CS team members, and building a thriving CS team to ensure every customer receives quality and timely service.

Your responsibilities:

• Hire, manage, coach and grow a thriving CS team, ensuring high engagement and morale.
• Partner with other departments to deliver best support in an efficient manner.
• Evaluate support tools and processes to improve customer experience and increase efficiency.
• Manage timelines, workloads, priorities and resources effectively to ensure best customer experience.
• Drive key performance indicators, including customer satisfaction and operating efficiency.
• Lead by example and serve as a champion of Pixieset’s core values and culture.

Qualifications

• Post-secondary degree or diploma in Business Administration or related field.
• Proven experience leading, managing and running a distributed team that cares deeply about the experience of its customers.
• Experience working in a technical support role, preferably for a SaaS company.
• Knowledge of customer service software, databases and tools such as Intercom, Zen Desk, and Jira.
• Experienced in tracking KPIs and associated metrics to support performance management.
• Experience providing analysis and strategic recommendations for driving business improvements.

Ideally you are/have:

• Deep care for team members and customers.
• Passionate about the photography industry and motivated to support modern photographers.
• Ability to create an environment where an engaged team thrives and achieves great accomplishments.
• Highly flexible and adaptable to meet evolving needs of a growing organization.
• Capable of focusing on big picture while understanding how each support process directly contributes to the overall customer experience.
• Ability to go above and beyond day-to-day responsibilities to evolve redundant tasks into structured processes that can scale effectively.
• Skilled writer and speaker with experience communicating to all levels of an organization.
• Tech savvy.

Perks & Benefits

• Flexibility to work onsite or from home
• 4 weeks of paid vacation per year
• Extended health, dental, and vision benefits
• Annual wellness allowance
• Charitable donation matching
• Education allowance
• Home office setup support
• MacBook and additional tools as needed
• Fun team building activities and events
• Beer Hour Fridays

Additional Information

Our team is currently working in a hybrid environment with flexibility to work from our head office located in Vancouver, BC (in Yaletown) or from the comforts of home. Remote candidates must have work authorization in Canada.

At Pixieset, being committed to a diverse and inclusive workplace is one of the keys to our success. We believe that talent is talent and that having many different perspectives, backgrounds and experiences makes for a stronger team.

While we thank all applicants for their interest, only short-listed candidates will be contacted. For more information on Pixieset, please visit our careers page and follow us Facebook, LinkedIn, Twitter and Instagram.

How to Apply

Job Types: Full-Time. Job Tags: career development, customer support, people management, and Technical Support.

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