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Launched in 2013 as a female-founded startup, Flytographer is the fastest growing consumer services startup in Canada. We have been called the “future of travel photography” by Conde Nast Traveler. Every day, we live and breathe the joy of travel, capturing and sharing inspirational stories of our customers from around the world.
Top 5 Reasons to Join Flytographer
1. We are the fastest growing consumer-services startup in Canada.
Canadian Business Magazine also ranked us as the 16th fastest-growing startup in the country in 2017 (we’ve had 776% growth over the last two years!).
2. Work in a beautiful office space in a heritage building in downtown Victoria, BC.
No florescent lights, low ceilings and dodgy carpets here! Just giant windows everywhere with heaps of natural light, exposed brick walls, modern design and really comfortable chairs (oh, and the city’s best coffee shops and restaurants directly below).
3. Join an award-winning, passionate team.
We not only win awards and work really hard tackling ambitious global projects, but we celebrate the little things each week and foster a fun culture that prioritizes gratitude and kindness. Recent awards include: Viatec’s “2016 Technology Company of the Year (1-10)”; The Victoria Chamber of Commerce’s “Innovation Award 2017”; and winner of Douglas Magazine’s “Ten to Watch.”
4. Do interesting work that has global impact.
Flytographer is changing the way travellers remember their vacations and creating new jobs for hundreds of creatives around the world. Our tech has a lot of room to scale; it’s an exciting time to jump in and see your impact come to life.
5. The word is spreading.
Flytographer has been featured across A-list media such as: Oprah; Buzzfeed; The New York Times; BRIDES; InStyle; and many more. Conde Nast Traveler called us “The Future of Travel Photography.” Flytographer has also partnered with top global brands, including Fairmont, Four Seasons Hotels, Hawaiian Airlines, Hyatt, Luxury Retreats, Expedia, Zola, Context Travel and Virtuoso.
We are Hiring
At Flytographer, we work smart and love what we do. We’re passionate and creative, driven and supportive of one another. Join our team and help us change the future of travel.
Customer Success Manager
Location: Victoria, BC
Launched in 2013 in Victoria, Flytographer is one of the 50 fastest-growing startups in Canada the last two years. Called the “future of travel photography” by Conde Nast Traveler, Flytographer is changing the way travellers remember their vacations and creating new jobs for hundreds of creatives around the world. Flytographer has captured over 2 million memories for travellers across 275 cities and this is only the first chapter of our story! Our platform has a lot of room to scale; it’s an exciting time to jump in and see your impact come to life. If you are looking to help craft the story and be part of the DNA of an early-stage, rocketship-growth startup, then keep reading.
Flytographer is looking for their first-ever Customer Success Manager. Proudly earning an NPS of 90, our team is obsessed with delivering an extraordinary customer experience every single time. As we grow from startup to scale-up, our challenge is to maintain our high NPS, while at the same time, increase efficiencies as we scale the business. We are looking for a customer-success superstar who has a proven track record of leading high-impact teams and creating a strong culture filled with drive, accountability, passion, respect and positivity.
Responsibilities:
- Inspire and lead a high performing team:
- Lead and manage our team of 6 concierge members, including 2+ remote team members with off-hour shifts.
- Lead team through a change of their core responsibilities as the business and product evolves.
- Be comfortable and willing to help the team with their day-to-day tasks and incoming customer inquiries when workload is at peak (Being a coach and a player as needed).
- Revenue optimization and concierge productivity improvements:
- Reduce “booking unit economics” by identifying and collaborating with product team to automate or remove rote manual tasks.
- Identify opportunities to increase conversions, average order value and LTV/repeat sales.
- Provide insights on customer, partner and photographer interactions and improve customer/photographer experience through product support.
- Lead the strategy to care for customer requests (omnichannel, tech, etc).
- Deliver a world class customer experience:
- Maintain a +90 customer NPS as we scale the business.
- Grow customer life-time value.
- Work with product team to improve customer journey on platform and find opportunities to remove friction, inject delight, and reduce the burden of choice.
- Work with photographer operations team to continuously optimize for an excellent end-to-end customer XP.
You will:
- Lead, motivate and develop team members. You will help to set expectations on performance and give feedback.
- Manage the squad workflow, effectively and efficiently ensuring world-class customer service as a priority.
- You will happily step in to help with concierge tasks when needed (player/coach).
- Provide technical and product support by devising ways to optimize processes and procedures.
- Assist in the formulation of KPIs for individuals and teams.
- Be analytical and own key metrics for your team.
- Onboard new employees and manage the hiring process for your team.
- Answer questions from your team and provide guidance and feedback.
- Remove blockers that prevent team and individuals to perform at a high level.
- Anticipate escalation and take over priority calls and tickets when needed.
- Ensure adherence to policies, values and established procedures etc.
- Keep management informed on issues and problems.
You have:
- Previous customer service leadership experience in a startup.
- Outstanding communication and negotiation abilities.
- Excellent organizational and leadership skills.
Becoming a shoot concierge at Flytographer felt a lot like coming home for me. You know that feeling of warmth, acceptance, and always feeling free to act like the goofball you are? Flytographer is the only place that I have ever worked that makes me feel truly excited to go to work each and every day! I love being able to see for myself the results and value that my work here has. One thing above all else is certain, Flytographer is not just a team; it is a family, and I am proud to be part of it!
AlyIt’s hard to call Flytographer a job because I love it so much, often it rarely feels like ‘work’. Saying that, working at Flytographer inspires and challenges me on a daily basis. I get to work with the best team at HQ, the most amazing photographers who have become like family to us, and plan beautiful shoots with our incredible clients all around the world. Best. Job. Ever.
Shay