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

WHO WE ARE

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.

We’re looking for our next Customer Experience Specialist to help people around the world “celebrate their stories” through photography. This is a customer service role, in support of our customers and photographers, and is integral to upholding the Flytographer brand.

POSITION SUMMARY

The Customer Experience Specialist is an integral part of the Flytographer team and is the face of our brand. Reporting to the Senior Manager of Strategy and Operations, the Customer Experience Specialist is the first point-of-contact for customers and responsible for overseeing their journey with Flytographer—from booking their shoot and preparing for the day, to delivering photos and following up for feedback. This role requires an expert communicator with a creative streak and the gumption to act on their ideas. As a liaison between photographers, customers and our product team, the Customer Experience Specialist has their finger on the pulse of the industry. They use this knowledge to support the product team in understanding what customers are looking for and how to best serve them with updates to our product and services.

YOU:

• Are intelligent, creative, results-oriented, and ready to make an impact.
• Bring a positive energy to those around you and believe most people have good intentions.
• Love travel, photography, 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 aligned with our core values of celebrate, community, curious, diversity & inclusion and integrity.
• Are willing to work weekend shifts (Saturday or 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 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 & organizational skills.
• Multi-tasking superpowers.
• 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. 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.

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.
• Growth opportunities. We will invest in you and cultivate your career growth as part of our 90:10 program. 10% of your time will be dedicated to developing skills in an area you are passionate and curious about by owning special projects, learning new skills, and working with cross-functional teams.
• A healthy work-life balance is prioritized. Turn your work off at the end of the day.
• Your voice matters. As a small, but quickly scaling company, we welcome ideas from all team members, and everyone has an effect on shaping growth, innovation and company culture.
• Making history. You will make an impact helping customers capture some of the happiest, most important moments of their lives. We’ve captured over 3 million memories to-date.
• Getting to connect with and support our community of incredible photographers worldwide (make new friends!)
• Be a part of a small team of down to earth, curious, kind, fun, amazing people!