Customer Support Specialist

Opportunity Snapshot

Join Pixieset as a Customer Support Specialist and play a key role in empowering over 1.5 million photographers worldwide. Customer success is at the heart of everything we do, and as our community grows, so does our commitment to delivering exceptional support.

Through comprehensive training, you’ll become a product expert, providing timely, thoughtful assistance with product questions, troubleshooting, and guidance. You’ll leverage modern tools and technology — including AI-assisted workflows — to work efficiently while maintaining the high-quality, personalized support our community expects. You’ll thrive in this role as an empathetic communicator, strong critical thinker, and proactive problem-solver who can quickly assess situations and recommend the best next steps.

Collaboration is essential — you’ll work closely with teammates to continuously improve the customer experience and go above and beyond expectations. If you’re a self-starter who takes pride in delivering outstanding service and making a meaningful impact, we’d love to have you join us in helping photographers succeed.

Your Impact

• Deliver high-quality, efficient support via chat and email, providing clear, empathetic, and actionable solutions
• Troubleshoot technical issues using a structured approach to resolve problems while minimizing back-and-forth
• Ask high-signal questions and apply sound judgment to identify root causes and determine the best next steps
• Collaborate with cross-functional teams to replicate, document, and escalate bugs with clear reproduction steps and customer impact when escalation is needed
• Stay current on product launches and enhancements to provide accurate, up-to-date guidance
• Contribute to improving Customer Support processes, workflows, and team culture through thoughtful feedback and collaboration
• Assist in creating and maintaining knowledge base articles, internal documentation, and templates to ensure consistency and clarity
• Proactively identify trends and improvement opportunities to enhance the overall customer experience

Role Requirements

• 2+ years of customer service/support experience, ideally within SaaS or a technical product setting
• Ability to quickly learn complex systems and confidently navigate technical tools and workflows
• Exceptional written communication skills, with the ability to translate technical concepts into clear, concise, and customer-friendly responses
• Strong critical thinking and decision making skills, able to assess situations, identify root causes, and determine effective next steps
• Structured problem-solving skills, approaching issues methodically while keeping the customer experience simple and stress-free
• Effective prioritization and time management skills, with the ability to manage multiple conversations and competing demands
• Demonstrate an empathic, patient, curious and a collaborative mindset
• Familiarity with professional photography workflows and software is an 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 — We’re proudly certified as a Great Place to Work™, ranked #2 among Canada’s Top Employers, and named one of Canada’s Top Small & Medium Employers

The typical salary range for this position is CAD $41,800 - $56,700 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.

We’re proud to be certified as a Great Place to Work™, ranked #2 among Canada’s Top Employers, and named one of Canada’s Top Small & Medium Employers - a reflection of the supportive, growth-minded environment we’ve built together.

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 Facebook, LinkedIn, X and Instagram!