Senior Customer Support Specialist

Pixieset Inc.; Vancouver; Hybrid; CAD 47,000 - 63,000; Full time

Job summary

Join a leading company as a Senior Customer Support Specialist, empowering photographers globally. In this role, you'll provide exceptional support, collaborate with teams, and help shape customer support processes. Enjoy a hybrid work environment with generous benefits.

Benefits

4 weeks of annual vacation

RRSP matching

$2,000 annual health & lifestyle spending account

$1,000 annual education budget

$1,000 annual charitable donation matching

Comprehensive benefits

Company-issued MacBook

Team-building activities

Qualifications

• 3+ years of customer service or support experience.
• Mentorship experience.

Responsibilities

• Provide high-quality support to customers through chat and email.
• Collaborate with teams to report bugs and improve user experience.
• Create and edit knowledge base articles.

Skills

Customer Service

Problem Solving

Communication

Empathy

Collaboration

Job description

Opportunity Snapshot

Join Pixieset as a Senior Customer Support Specialist and help empower over 1 million photographers around the world.

At Pixieset, customer success is at the heart of everything we do. As our community continues to grow, we’re looking for driven, empathetic, and tech-savvy team members to deliver best-in-class support. Through comprehensive training, you’ll become a Pixieset product expert and provide timely, thoughtful help with product questions, troubleshooting, and guidance. You’ll thrive in this role if you're a self-starter who takes initiative, brings fresh ideas to the table, and uses sound judgment to solve problems. Collaboration is key—you’ll work closely with the team to consistently deliver experiences that go above and beyond expectations.

We take pride in delivering outstanding support and going the extra mile to ensure our customers have a truly exceptional experience. Many of our users refer others to Pixieset, which speaks volumes about their satisfaction. You’ll be joining a team that’s deeply committed to delighting users and helping photographers succeed.

Your Impact

• Provide high-quality and efficient support to our customers through chat and email correspondences, delivering prompt and effective solutions to their inquiries and concerns
• 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 shaping our Customer Support processes and team culture, fostering 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 confidently
• 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

Role Requirements

• 3+ years of customer service or support experience
• Mentorship experience
• 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
• Familiarity with professional photography workflows and software is an asset

What We Offer

• 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

The typical salary range for this position is CAD $47,025 - $62,475 annually. Salary offered will be based on skills, experience and market data.

Working at Pixieset

At Pixieset, we’re passionate about empowering photographers and creative professionals with the tools they need to showcase their work and grow their businesses. Our all-in-one platform makes it easy to create stunning online galleries, sell finished work, build an online presence, and manage business operations seamlessly.

Our culture is built on collaboration, continuous learning, and innovation. We foster open feedback, knowledge sharing, and creative problem-solving, while valuing dedication, work-life balance, and the power of technology to simplify complex challenges. With a strong emphasis on thoughtful business practices and career growth, we provide endless opportunities to develop and make an impact as we expand our suite of products.

We take pride in being continuously certified as a Great Place to Work, fostering a diverse and inclusive environment where different perspectives and experiences help us build a stronger team, product, and company. We love what we do—and the people we do it with. As part of our team, you'll take on exciting projects, collaborate with talented and passionate colleagues, and play a key role in bringing our ambitious product roadmap to life.

For more information on Pixieset, please visit our careers page and follow us on Facebook, LinkedIn, X and Instagram!