Concierge Team Lead

Hours: Full-time (40 hours / week)
Manager: Danica Wheeler, Head of Operations
Location: Remote, open to candidates across Canada (Headquarters based in Victoria BC)
Position: Full-time employee (remote)
Start date: ASAP
Application deadline: March 28th, 2023

Flytographer helps people around the world celebrate their stories through the magic of photography. Launched as a woman-founded startup 10 years ago, we were the first global marketplace to connect travelers 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 headshots/personal branding photos. Capturing treasured memories for customers around the world and interacting with an incredible community of hand-selected 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 4 million photos for customers across 380 cities and was voted “Outstanding Workplace of the Year” in 2020 by the Victoria Chamber of Commerce. We are profitable, growing fast and have exciting chapters ahead where you can make a tangible impact.

The Role:

Flytographer is looking for a Concierge Team Lead

Delivering extraordinary customer experiences is the heart of our business. You are stepping into a company with a lot of customer love — our Net Promoter Score (NPS) has been 90+ for the last 10 years! As we rapidly scale up, your challenge will be to help increase team efficiency and impact while ensuring that team happiness, balance and growth opportunities remain.

Responsibilities:

• Inspire and lead a growing team of remote Concierge. Support as needed, gather feedback, remove blockers, and advocate to leadership to ensure they have resources to be successful.
• Be a player/coach and an expert in the Concierge role. Comfortable in a fast-paced, global work environment and willing to do all day-to-day tasks and handle incoming customer inquiries, escalations.
• Manage onboarding of new team members and help identify ongoing training needs for the team.
• Manage complex customer and partner booking requests and new product tests.
• Maintain team connection and culture in the remote environment. Build trust and personal connections amongst the team and prioritize collaboration and morale.
• Ensure adherence to company values, our customer manifesto and established policies/procedures.
• Coach and mentor your team, and support their personal growth interests.
• Identify opportunities to optimize workflows in the booking platform, and improve the customer/photographer journey.
• Identify opportunities to optimize concierge daily processes and workflows to improve team efficiency.
• Provide insight on team metrics and give recommendations to the leadership team.

About You:

• The ability to inspire and motivate your team through conscious leadership.
• Strong communication and organizational skills.
• 5-star-hotel level of customer service. You understand that it’s all about making things easy for our customers and delivering a fantastic experience throughout the customer’s entire journey with a brand.
• Strong sense of accountability and integrity.
• Phenomenal attention to detail.
• Multi-tasking super powers.
• Tech savvy, and you learn cloud-based software tools quickly.
• You are results-oriented and your follow-through is second to none.
• The ability to work independently, learn quickly and adapt to change.
• Great at identifying opportunities to improve a process or suggest new ideas.
• A team player and 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.
• Deep empathy for both the customer and photographer experience.
• Prior work experience in a service-based role.
• Experience with Google Docs.
• Legally able to work in Canada

Benefits and Perks:

• Remote position
• Extended health and dental
• 4 weeks vacation
• Team offsites
• Professional development
• Parental benefits program
• Free annual Flytographer photoshoot

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 curiosity, integrity, community, DEI, and celebration. We welcome all applicants who will continue to push our company forward as a leader in this space.

Flytographer is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Senior Social Media Manager

Hours: Full-time (40 hours / week)
Manager: Nicole Smith, CEO and Founder
Location: Remote, open to candidates across BC, Canada (Headquarters based in Victoria BC)
Position: Full-time employee (remote)
Start date: ASAP

Flytographer’s mission is to make it easy to remember the moments that matter. As the first to launch a global vacation photography marketplace in 2013, we’ve captured over 4 million memories for travelers across 6 continents. We are a people-first, profitable, evergreen company focused on sustainable, efficient growth. The business is scaling quickly and we are in expansion mode and looking for an experienced social media manager.

In this role, you will lead our organic social strategy, overseeing social storytelling and content distribution across our owned channels. You will have a proven history of growing social audiences, knowledge of analytical tools, understanding of how data can inform a smart editorial and social strategy and distilling social numbers into actionable insights.The ideal candidate has a curiosity and passion for all things digital and is comfortable making data-driven decisions using platforms like Instagram, TikTok, Pinterest, Facebook, and YouTube.

Responsibilities:

• Proactively create, edit, and schedule engaging content for use daily across various social media channels in alignment with our content pillars of entertainment, education and inspiration.
• Develop highly effective campaigns in support of business goals, marketing strategies and partnerships.
• Copywriting for social, emails, landing pages, website, campaigns.
• Balance managing top-performing channels with testing new ideas and building presence in new channels.
• Oversee concierge team’s monitoring of customer comments/posts, and collection of insights.
• Work with Marketing Manager on creating, editing and testing short form video strategy (including UGC).
• Manage video editor freelancers (outline content strategy, assign projects, review quality, distribution).
• Report on content performance and present social insights and best practices to various stakeholders.
• Grow engagement on key platforms like Instagram, but also drive traffic from social channels to the website and capture emails to nurture leads.
• Take the initiative to identify, prioritize, call-out, and suggest solutions to problems both big and small.

Requirements:

• 4-5 years social media marketing experience, preferably for an established consumer brand.
• Entrepreneurial, digitally savvy, with exceptional analytical, quantitative, problem-solving, and critical thinking.
• Creative copywriting experience, with a knack for embodying a brand’s voice and tone.
• Strong editorial judgment: writing skills for captions, headlines and visual storytelling.
• Growth mindset with a passion for learning and jumping on new trends.
• Proven ability in visual storytelling that drives engagement.
• Photography skills, camera and smartphone capable … video editing an asset.
• Exceptional at working within a team setting as well as on one’s own, must be self driven.
• Excellent organizational skills, focus, and attention to detail.
• Portfolio of work ready to share (we want to see your best Reels, Stories, Posts!)
• Bachelor’s Degree (ideally in Marketing, Journalism, New Media, or Creative Writing).

Why you’ll love this role at Flytographer:

• Co-create the next chapter of Flytographer’s growth story. We have a proven, profitable business model and you can help us accelerate our growth, and explore exciting new verticals. Bring your great ideas, and watch them come to life.
• Be a part of capturing memories of joy, love, friendship, adventure and share inspiring and powerful stories, like Melany, Tianna, or Sonja’s.
• Inclusive, diverse team of down-to-earth, kind, smart, fun people who live our values. We are a team that encourages ourselves and others to stay curious and above the line.
• A healthy work-life balance is prioritized. Show up authentically as YOU, we are humans first.
• We love celebrating important moments in the lives of our community (HQ team, photographers, and customers).
• We continuously invest in business frameworks and leadership training to create a transparent, high-performing and safe work environment (EOS, Conscious Leadership, Non-Violent Communications etc.)
• Make new friends around the world. Connect with our community of incredible photographers worldwide.
• Competitive compensation, benefits package.

Flytographer is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

TikTok Creator + Video Editor

Hours: Part-time (20 hours / week)
Manager: Nicole Smith, CEO and Founder
Location: Remote
Position: Freelance
Start date: ASAP

Flytographer helps people around the world “celebrate their stories” through the magic of photography. Operating across six continents, our community consists of our HQ team in Canada, and over 600 amazing local photographers. As the first to launch a global vacation photography marketplace in 2013, we’ve captured over 4 million memories for travelers with an NPS consistently 90+ for the last 9 years. Since COVID, we have diversified with new verticals offering hometown shoots, headshots and are currently beta-testing “Flytographer for Business”.

Flytographer is a people-first, profitable, evergreen company focused on sustainable, efficient growth. We are in expansion mode and looking for an experienced TikTok Creator/Video Editor who can help us elevate the impact of our brand visuals across the website and social channels.

What you’ll do:

• Own TikTok for Flytographer and grow audience engagement through the “thumb-stopping” content.
• Video editing of customer photos and video snippets into short TikToks, Reels, YouTube Shorts etc.
• Creating brand-aligned humorous and/or educational short videos in the travel and photography space.

Who you are:

• You are very creative, on top of the latest trends in TikTok, and are excited to take our brand pillars and experiment and test your ideas.
• You have an engaging presence and are very comfortable being “on camera”.
• Competent in video editing to execute brand campaigns and create original content.
• Proficient at writing snappy copy for text overlay and captions.

Why you’ll love this role at Flytographer:

• You can take your creative ideas and run with them with the freedom to test and fail and learn.
• Be a part of capturing memories of joy, love, friendship, adventure and share inspiring and powerful stories, like Melany, or Tianna. Do meaningful work helping people preserve moments that matter.
• Inclusive, diverse team of down-to-earth, kind, smart, fun people who live our values.
• Competitive hourly compensation.

Flytographer is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Designer

Hours: Part-time (5-10 hours / week)
Manager: Nicole Smith, CEO and Founder
Location: Remote
Position: Freelance
Start date: ASAP

Flytographer helps people around the world “celebrate their stories” through the magic of photography. Operating across six continents, our community consists of our HQ team in Canada, and over 600 amazing local photographers. As the first to launch a global vacation photography marketplace in 2013, we’ve captured over 4 million memories for travelers with an NPS consistently 90+ for the last 9 years. Since COVID, we have diversified with new verticals offering hometown shoots, headshots and are currently beta-testing “Flytographer for Business”.

Flytographer is a people-first, profitable, evergreen company focused on sustainable, efficient growth. We are in expansion mode and looking for an experienced designer who can help us elevate the impact of our brand visuals across the website, email, and social channels.

What you’ll do:

• Deliver brand-aligned design projects for the website, email, social and other random projects (example: team swag)
• Work with the marketing and product teams to gather requirements, scope projects and deliver on-time.

Who you are:

These are the core competencies and experiences that we are looking for in the person who will fill this freelance role.

• Experience in web and graphic design. Ability to create beautiful and intuitive brand-aligned layouts, translate them to the web, and optimize for mobile and desktop.
  • HTML, CSS
  • You are well-versed in using layout, color, typography, and illustration to create layouts across various media in adherence to brand standards.
• Proficiency in Adobe Design Suite (InDesign, Photoshop, Illustrator) as well as design tools and platforms such as Figma, Canva, WordPress.
• Clear verbal and written communication. We often work asynchronously, so clear communication through written documentation is a must.
• (Bonus; not required) Interest in and experience with user analytics. You have the ability to analyze user behavior and demographics; evaluate results to make data-driven recommendations to the team; have at least basic experience using Google Analytics or a similar platform.

Why you’ll love this role at Flytographer:

• Co-create the next chapter of Flytographer’s growth story. We have a proven, profitable business model and you can help us accelerate our growth and explore exciting new verticals. We are elevating our brand messaging in 2023 and are excited to see how design can play a key role in that initiative.
• Be a part of capturing memories of joy, love, friendship, adventure and share inspiring and powerful stories, like Melany, or Tianna. Do meaningful work helping people preserve moments that matter.
• Inclusive, diverse team of down-to-earth, kind, smart, fun people who live our values. We are a team that encourages ourselves and others to stay curious and above the line.
• A healthy work-life balance is prioritized. Show up authentically as YOU; we are humans first.
• We love celebrating important moments in the lives of our community (HQ team, photographers, and customers).
• We continuously invest in business frameworks and leadership training to create a transparent, high-performing and safe work environment (EOS, Conscious Leadership, Non-Violent Communications etc.)
• Make new friends around the world. Connect with our community of incredible photographers worldwide.
• Competitive hourly compensation.

Flytographer is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

About Flytographer
Flytographer connects people with local photographers in 380+ cities worldwide for fun, hassle-free photoshoots that last about an hour. We offer vacation shoots, surprise proposals, and hometown photo shoots, and we recently launched The Modern Headshot — personal branding lifestyle photos.

Our local photographers are highly curated before joining our team (we hire fewer than 3% of those who apply!); they provide insider tips on what to eat, see and do in each city all while taking stunning images. Customers book their preferred photographer online, and receive their photos only five days after the shoot — often before they’ve even unpacked! For those who value experiences rather than things, it’s the perfect souvenir that provides keepsake memories for decades to come.

Flytographer was founded in Victoria, Canada in 2013 by Nicole Smith, and has since scaled to a team of 12 people (92% female) who work remotely from Honolulu and across BC and Ontario and Quebec. Read our origin story here.