Customer Experience Associate

Title: Customer Experience Associate

Reports to: Manager, CX

Location: Remote (Canada)

Company Overview

We are living in some of the most exciting times for creative entrepreneurs. Creative professionals are more empowered than ever before to capture the world around us - to share it and ultimately, to sell it. That’s why we’ve created a comprehensive platform that gives creative professionals access to the tools they need so that making a name for themself - and making a living - is easier than ever before.

Welcome to Zenfolio Inc.

We are working together to help creative professionals showcase, market and sell their work online. Together, our product suite includes a website portfolio builder, an online store, client management tools and more. With 120+ team members distributed globally, and tens of thousands of customers in over 190 countries, we build solutions that cater to the diverse needs of creative professionals around the globe.

Role Overview

We are looking for a candidate to join our CX team, supporting our Zenfolio brand. The ideal candidate should have a strong interest in the visual arts or photography, either as a professional or a serious enthusiast, possess a passion for helping people, have an abundance of online knowledge, have good technical and analytical skills, and want to work in a dynamic and creative small-company environment.

No. of openings: 2

Responsibilities:

- Be the first point of contact for live chats, e-mail inquiries, and phone calls. Customer interactions include requests for technical assistance as well as general pre-sales and how-to questions.
- Provide excellent care and a positive experience for all who contact us
- Ensure timely responses to all inquiries
- Effectively articulate complex information to a variety of technical and non-technical users (i.e. helping people who have basic computer skills and need a lot of hand-holding)
- Educate and empower customers to increase their proficiency of the Zenfolio platform
- Identify areas of usability concerns and escalate them for technical resolution
- Providing support during weekend, early morning, or evening hours is expected
- Assist with inter-departmental projects, as needed

What we’d like to see in our ideal candidate

Must-haves:

- Positive attitude and empathetic nature
- Desire to help others
- Excellent written and verbal communication skills
- Fantastic time management skills
- Able to type a minimum of 50 wpm
- Ability to quickly learn new concepts
- Sense of curiosity and desire to investigate complex issues
- Ability to break down complex issues into smaller, easily digested parts
- Adaptability in an ever-changing work environment

Nice-to-haves:

- Previous customer support experience with an online company
- Experience with Zendesk, Intercom or other support ticketing tools
- Familiarity with photo management tools such as Photoshop and Lightroom
- Basic understanding of digital photo concepts such as aspect ratio, color profiles, file formats, image resolution
- Ability to communicate complex technical problems in a "customer-friendly" language
- Passion for photography or the visual arts
- Working knowledge of both Mac and PC platforms
- Basic knowledge of web hosting
- Previous remote work experience

Compensation

The salary range for this position is CAD 55,000 to CAD 58,000 (median to high). Total compensation includes salary + annual bonus and comprehensive benefits coverage from day 1 of employment.

Why you should work with us

We are built on the values we believe in—ownership, collaboration, embracing change, impactful and simplistic. We move fast, solve important problems and continuously aim to do and be better. At Zenfolio, the work of every team member matters—whether it’s for our members, company, team, or culture—we all strive to make an impact with ideas that are better, smarter, and more innovative. Our team members make important decisions every day that have direct and tangible impacts on our users.

As a remote-only growing team (120+), we care deeply about fostering a company that our team is extremely proud to work for—a healthy organizational culture, competitive salaries, flexible work arrangements, great health benefits and other perks.

We have an amazing team that will be eager to help you succeed in your role and grow in your career.

What to Expect

If this sounds like the right place for you, then get in touch! We can’t wait to meet you. Your resume will be reviewed by a human as soon as possible. Selected applicants will be invited for an initial screening with someone from our team where we will converse about the role and the organization. We usually have 3 rounds of interviews - One 15-minute screening video call, followed by two 60-minute video calls.

Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Zenfolio, we are dedicated to building a diverse, inclusive and authentic workspace, so if you are excited about this role but your experience aligns differently with some qualifications in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles across Zenfolio.

Zenfolio is proud to be an equal-opportunity employer and is committed to building a work environment that is both diverse and inclusive. All qualified applicants are highly encouraged to apply and will receive consideration for employment regardless of race, religion, gender, gender identity or expression, sexual orientation, ethnicity, creed, disability, or age. We are committed to working with applicants requesting accommodation at any stage of the hiring process.

Please note that while all our roles are remote, we are hiring for this role only in Canada and will not be sponsoring visas for this position. You must be located in and eligible to work in Canada to be selected.

Job Type: Full-time

Salary: $55,000.00-$58,000.00 per year