Senior Customer Support Specialist

Opportunity Snapshot Join Pixieset as a Senior Customer Support Specialist and help deliver exceptional support experiences to photographers worldwide. As our customer community continues to grow, we’re looking for experienced support professionals who bring strong product knowledge, problem-solving skills, and a customer-first mindset to every interaction. In this role, you’ll help resolve complex customer and technical issues, mentor teammates, contribute to process improvements, and collaborate cross-functionally to improve the overall support experience. As a self-starter, you’ll confidently take initiative, apply sound judgment, and advocate for our customers’ success. At Pixieset, we take immense pride in providing world-class support and consistently going the extra mile for our customers. Your work will directly support the success of more than 1.5 million photographers who rely on Pixieset every day. Your Impact Provide high-quality and efficient support to our customers through chat and email correspondences, delivering prompt and effective solutions to their inquiries and concerns Serve as a go-to resource for complex customer and technical issues, using deep product knowledge and strong troubleshooting skills to guide effective solutions Collaborate with cross-functional teams to assist in replicating and reporting bugs, taking ownership of product quality and the overall user experience Stay up-to-date with the latest product feature launches and enhancements, continuously expanding your knowledge to keep pace with our ever-evolving platform Contribute to improving Customer Support processes, documentation, and team collaboration, helping foster an environment of kindness, respect, and continuous improvement Assist in creating and editing knowledge base articles, internal resources, etc. to provide authentic and empathetic support, empowering users to navigate our platform confidential Act as a brand ambassador, embodying a genuine belief in the value of Pixieset and approaching every interaction with curiosity and dedication, ensuring users receive exceptional support Proactively identify areas for improvement within the support team and user experience, taking initiative to implement solutions and drive positive change Role Requirements 3+ years of customer service / support experience Experience supporting teammates through peer mentorship, collaboration, or onboarding Tech savvy and eager to learn all the intricacies of Pixieset Excellent written communication skills with a passion for crafting engaging and accurate content Problem-solving abilities, approaching challenges with a Sherlock Holmes-like intuition to uncover the best solutions Strong prioritization and time management skills, with the ability to seamlessly switch between tasks Patient, empathetic, and collaborative Familiar with professional photography workflow and software - asset What We Offer Hybrid work environment (2 in-office days per week) 4 weeks of annual vacation & paid time off for office holiday closure RRSP matching $2,000 annual health & lifestyle spending account $1,000 annual education budget $1,000 annual charitable donation matching Comprehensive benefits: extended health, critical illness, long-term disability & life insurance Company-issued MacBook & home office budget Anniversary rewards & complimentary Pixieset premium account Team-building activities & company-wide events A workplace recognized for excellence — proudly certified as a Great Place to Work™, ranked among Canada’s Best Workplaces,™ and named one of Canada’s Top Small & Medium Employers The typical salary range for this position is CAD $47,025 - $62,475 annually. Salary offered will be based on skills, experience and market data. Working at Pixieset Pixieset is the #1 go-to platform for photographers to deliver photos, sell prints, book clients, get paid, and more, all in one place. We help millions of photographers and creatives around the world do more of what they love. At Pixieset, you’ll find a culture built on collaboration, curiosity, and craftsmanship. We care deeply about clean design, thoughtful code, and meaningful work that creates real impact for our users. We value continuous learning, connection, and the power of technology to simplify complex challenges. Our team is diverse in background and perspective but united by a shared mission: building products that empower creatives to grow with purpose. Pixieset is growing quickly but thoughtfully, combining the stability to think long term with the agility to move fast. Whether you’re building new features, improving infrastructure, or shaping the customer experience, your work has both impact and purpose. Every feature we create helps creatives spend less time managing and more time creating. For more information on Pixieset, please visit our careers page and follow us on Facebook , LinkedIn , X and Instagram !