Job Description

• Use a friendly, service-first tone in every interaction to reflect the company's values.
• Respond quickly and professionally to customer inquiries via email, phone, chat, and other channels.
• Help clients navigate the platform and resolve common issues.
• Provide accurate, clear, and empathetic information about bookings, reschedules, cancellations, and photo delivery.
• Collect and record client feedback to support service improvements.
• Offer personalized support to increase customer satisfaction.
• Address concerns about photo quality, session experience, late deliveries, or tech issues.
• Document and escalate complex issues to senior support or management as needed.
• Follow up on unresolved issues to ensure they're fully addressed.

• Assist clients with booking sessions, making changes, and selecting available locations.
• Use internal tools and calendars to provide real-time scheduling support.
• Monitor session availability and flag any high-demand areas or scheduling conflicts.

• Work closely with photographers, operations, and editing teams to meet client needs.
• Share client feedback and common issues with the team to improve processes.
• Join team check-ins and discussions to support ongoing improvements.
• Keep detailed records of customer interactions, resolutions, and insights.
• Track key metrics like ticket volume, response times, and resolution rates.
• Help update and maintain internal support documentation and templates.

• At least three years of experience in Customer Service, Client Support, Account Management, or similar fields.
• At least one year of experience working remotely with clients/companies from the US, UK, CA, and/or AU.
• Experience with platforms like Zendesk or Freshdesk is strongly preferred.
• Proficiency in Google Workspace or Microsoft Office Suite is expected.
• Exceptional verbal and written English communication skills, with a neutral North American accent.
• Comfortable navigating multiple platforms (e.g., helpdesk, CRM, chat, and email tools) simultaneously.
• Ability to handle high volumes of support tickets efficiently without sacrificing quality.
• Strong organizational and time management skills, with the ability to prioritize incoming requests effectively.

• Minimum 50 Mbps Internet Speed
• Windows 11 or macOS 15 Sequoia
• Minimum Intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
• Webcam and Headset
• Designated Office Space

• Experience supporting a marketplace or service-based platform, especially in the photography, events, or lifestyle sectors.
• Creative or visual eye (e.g., interest in photography or content creation) to better relate to the company's clientele.

• Thrives in a team environment, contributing ideas and supporting others.
• Quickly identifies customer needs and provides effective solutions.
• Consistently prioritizes the customer experience with a considerate approach.
• Balances multiple responsibilities with a structured, detail-oriented approach.