Job Description

About Pixieset

At Pixieset, our vision is to become the household name for photographers. We are a growing team that is passionate about crafting beautiful, simple, end-to-end software solutions that meet the needs of modern photographers – one in which the entirety of their working life is empowered and streamlined by Pixieset.

Pixieset was ranked #8 in the 2019 Growth 500 ranking of Canada’s Fastest-Growing Companies. In 2017, Pixieset was listed #18 on the STARTUP 50 ranking of Canada’s Top New Growth Companies.

Want to learn more about us? Check out our careers page here: https://pixieset.com/careers/

Job Description:

Making sure our customers are happy and successful is part of our DNA, and as our customer base continues to grow, we are looking to add multiple new team members to our amazing Customer Support team! The Customer Support team works closely together to support and delight customers through chat, email, and other channels (don’t worry, phone support is not one of those channels). As a Support Specialist team member, you will learn the Pixieset platform inside out and communicate directly with customers to address product inquiries, resolve bugs, and help over 500,000 professional photographers worldwide be successful with Pixieset.

We pride ourselves on offering top-notch support – going above and beyond to make sure our users have the best experience possible. Our customers have shown us how much they love our support and our product by referring new users to Pixieset over and over again.

Our support team is made up of the friendliest product experts you’ll ever meet, and they use their expertise to provide accurate and helpful responses. While we do have some metrics that we keep an eye on, our top priority is making sure our users feel truly supported and heard.

Pixieset’s office is in Vancouver, BC, but to keep our employees, candidates, and community safe during the COVID-19 pandemic our team is working from home within Canada. For the foreseeable future, all interviews, onboarding, and work will take place remotely – but we hope to one day get back to the office again!

Our company culture values a good team fit above experience, but previous experience working in a SaaS environment or using our platform is a bonus!

Now that you know more about us, here’s what we’re looking for from you! As a member of our support team, you would be responsible for:

• Replying to chat and email messages from the Pixieset community – providing quality assistance to all
• Replicating and reporting bugs to the development team – contributing to the quality of our product, and our user’s experiences
• Keeping your knowledge up-to-date with new product feature launches and product improvements – the more you know!
• Helping shape our customer support processes and team culture – we think Pixieset is awesome, but there is always room for improvement
• Assisting in creating and editing knowledge base articles, video tutorials, and other projects to help our users as needed – help our users help themselves to provide an even better experience!
• Serving as an ambassador for our brand – believing in the product will come across in all of your support interactions – the more you believe in Pixieset, the better you can assist our users

There are some great perks to working as a full time customer support agent with Pixieset! You can enjoy the following:

• Competitive salary
• 4 weeks vacation to help you unplug and recharge
• Health, dental and vision benefits for you to stay on top of your health
• Education budget to help you learn and grow
• Additional wellness stipend to support your physical and mental well-being
• Macbook and any tools you need to help you be at your best
• Home office setup stipend to create an enjoyable work environment
• Charitable donation matching
• Fun team building activities and events
• Beer Hour Fridays

Qualifications

As our company and user base grows, the Customer Support team plays a critical role in shaping Pixieset as a company. If you’re still excited by this point, and you are saying ‘Yes’ to all of the points below, please get in touch with us!

Ideally you:

• Are familiar with web technology and willing to master Pixieset
• Have excellent writing skills and thoroughly enjoy writing
• Have great problem solving and detective skills (Sherlock Holmes-like intuition!)
• Have an endless supply of patience and empathy
• Feel excited about working in a small and growing team that shares a passion for technology and photography
• Are able to work during our core support hours of 9am to 5pm PST
• Are ready to be part of the Pixieset journey!
• (Bonus) Familiar with professional photography workflow and software

Final things to consider:

Pixieset continues to grow both the team and our platform, which means your role as a support team member will also grow and evolve. Hopefully that excites you, and we look forward to your application! The Pixieset team is currently working remotely due to provincial guidelines surrounding COVID-19. We will continue to evaluate the possibility of going back to in-office work in the coming months. Given the uncertainty around the situation, applicants should be prepared to work remotely for an extended period of time.

We ask that candidates please submit a cover letter with their application – we’d love to read about why you’re interested, what achievements you’re proud of and what makes you the right person for the role! We would also like to thank you in advance for applying. Because we receive an overwhelming number of applications, only those candidates selected for interviews will be contacted.

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.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: customer support, Technical Support, troubleshooting, and Written Communication.

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