Customer Experience Specialist

Hours: Full-time (40 hours / week)
Manager: Director, Operations
Location: Headquarters are based in Victoria BC, position can be remote and open to candidates across Canada

We’re looking for our next Customer Experience Specialist to help change how people book a photoshoot 📸 in their hometown, remember their special vacations, and plan epic proposals 💍 around the world 🌍.

Our customer experience team assists customers and photographers while booking and planning their photo shoots in over 350 cities around the world.

You:

• Are smart, creative, results-oriented, and ready to hustle.
• Bring a positive energy to those around you and believe most people have good intentions.
• Love travel, photos, and connecting with people from countries all over the world.
• Are excited at the idea of playing a key role in helping people capture treasured memories for life.
• Are willing to work rotating weekend shifts (Saturday/Sunday) 9am-5pm. This is a requirement for this role.

Must have/be:

• 5-star-hotel level of customer service. You understand that it’s all about a fantastic customer experience throughout the customer’s entire journey with a brand.
• Strong sense of accountability.
• Phenomenal attention to detail & organizational skills.
• Multi-tasking superpowers.
• Tech savvy and you learn cloud-based software tools quickly.
• Results-oriented and your follow-through is second to none.
• The ability to learn quickly and adapt to change.
• Great at identifying opportunities to improve a process or suggest new ideas.
• A team player. You enjoy working in a culture where “lifting others up” is the default mentality. You connect with different cultures easily and respectfully.
• A natural problem-solver and take the initiative to find solutions on your own, but are willing to ask for help if you are still stuck.
• Prior work experience in a service-based role.
• Legally able to work in Canada.

Nice to have:

• Fluent in a second language.
• Experience with cloud CMS and/or CRM.

Why you’ll love this role at Flytographer:

• Inclusive, diverse culture where empathy and respect for others is non-negotiable. Flytographer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
• We believe in a healthy work life balance.
• You’ll have a direct role in company growth and innovation. As a small company we welcome ideas from all team members, and everyone has an effect on shaping company culture.
• You will make an impact helping customers capture some of the happiest, most important moments of their lives
• Getting to connect with customers and photographers worldwide and make global friendships!
• Be a part of a small team of down to earth, amazing people!

Senior Developer / Technical Lead

About Us

Flytographer helps people around the world celebrate their stories through the magic of photography. Launched as a female-founded startup 8 years ago, we were the first global marketplace to connect travellers with hand-picked local photographers for fun, hassle-free photo shoots. Since then, we’ve expanded beyond vacations to offer local shoots in your hometown and, most recently, headshots and personal branding photos. Capturing treasured memories for customers around the world and interacting with heart-forward photographers across six continents is deeply rewarding work — you get to see and feel the impact you are having every single day.

Called the “future of travel photography” by Conde Nast Traveler, and an “Ingenious Track Hack” on Oprah.com, Flytographer has captured over 3 million photos for customers across 350 cities and was voted “Outstanding Workplace of the Year” in 2020 by the Victoria Chamber of Commerce. We are a small but mighty team based in Victoria BC, with a few remote team members in Vancouver, Toronto and Mexico City.

The Role

As the lead of our Development Team you’ll work closely with our Product Manager and Intermediate Developer to prioritize and plan features, providing both the technical vision and the skills to implement it. We are a small team solving exciting problems and iterating quickly to bring the best product possible to our internal team and our end users.

Responsibilities:

In the first 3 months you will…

• Ramp up on business workflows and processes
• Learn our tech stack and codebase architecture
• Participate in planning meetings and ticket estimation and prioritization
• Contribute to the codebase, building out new features and iterating on old ones, in collaboration with the development team
• Provide technical guidance and mentorship to other team members

In the first 12 months you will…

• Lead the way on a quarter of technical upgrades, helping to make our systems more secure, stable, reliable, maintainable, and performant
• Provide technical leadership to other teams within the company, building features and making site adjustments as needed
• Lead the design and development of new features in accordance with the product and technical roadmaps, prioritizing and delegating tasks within the development team
• Contribute to technical and feature documentation

Relevant Technical Knowledge

• Advanced knowledge of Python3 and Flask
• Advanced knowledge of React (both class based and functional components, as well as React Hooks) + Redux
• PostgreSQL, Redis, SQLAlchemy
• Heroku, AWS, NGINX, WordPress

Bonus Knowledge

• Python Unittest
• CI / CD Pipelines
• Technical SEO
• Elasticsearch

Benefits and Perks

• Extended health and dental
• Generous vacation
• Team off-sites
• Professional development
• Parental benefits program
• Free annual Flytographer shoot

As a company with global outreach, we are committed to diversity, equity and inclusion throughout our team, including our international photographer community. We are dedicated to seeking out members who uphold our values of mutual respect, integrity, and transparency. We welcome applicants who will continue to push our company forward as a leader in this space.