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The Company
500px is the leading online network for photographers. Our mission is to connect the worlds photographers & provide them with opportunities to discover inspiration, get exposure & rewarded for their work, & help them learn & grow their skills. Every month, millions of people from around the world use our website & mobile apps to find & share the worlds most inspiring photography.
***Please note that we are all currently working remotely until staff feel safe & comfortable returning to the office. Once we do, we expect to continue granting our team the flexibility of choosing to work from home or anytime from our HQ, but will confirm this once our plans are firm.
The Job
Here at 500px, the Senior CX (Customer Excellence) Agent is responsible for offering optimal customer service to our paid members & ensuring all members are adhering to our Terms of Service with regard to content uploaded to the platform. This is a unique, customer centric role in a high volume, start-up environment. The Senior CX Agent actively contributes to excellence in customer support & they are passionate about connecting customers with the right solutions. The right candidate will also monitor & moderate user-generated content to ensure that the online community is maintained as a safe & healthy environment for all of our members. Were looking for an agile addition to the team who can balance daily workflow, quickly identify technical problems reported by our members, & help to maintain a positive photographic portal for our online community.
What you'll be doing:
- Answer support emails for 500px & VAULT by 500px
- Prioritizing customer requests
- Monitor & update Support page articles
- Collect, coordinate & assign technical errors & bugs to the Engineering team
- Collect & coordinate visual & UX bugs for the design team
- Issue refunds & payments
- Review & moderate user-generated content as required
- Maintain & create support documents as required
- Gather customer feedbacks & relay customer voices to product managers
- Setup best practices, tools & document SOPs for the CX team
- Mentoring & leading other CX team members
What the ideal candidate will have:
- Concise, creative & articulate in speech & writing
- A genuine interest & empathy for people
- Can shift modes easily & interact with all walks of life
- At least 1 year of experience managing social media networks, blogs or other forums that require moderation of user profiles, comments
- At least 5+ years of experience working in CX, Customer Support, Customer Service or any relevant experience in that field
- Working knowledge of online legal issues such as ToS (Terms of Service)
- Able to stay cool under pressure
- Strong organizational & multitasking skills, & a proactive approach
- Knowledge of the photography industry
- Ability to effectively communicate information to your team members & teams across the organization
- Team player, detail focused & reliable
- Good technical understanding & can pick up new software tools quickly
- Have a good knowledge of principles of customer service
- Availability to work 9am to 5pm Monday to Friday with Christmas/Holiday rotational shift with other CX Agents
Bonus points for:
- A passion for advertising & a love of photography (tell us what you shoot!)
- Being a member of the 500px community
- Experience within the photography industry or photography-related field
- Knowledge of NFTs & Cryptocurrency is a bonus
Perks
- Competitive salaries
- Flexible work hours
- Great health & dental benefits starting on day one
- HQ in downtown Toronto within walking distance of TTC & Union Station, lots of great nearby food options, & dogs are welcome
- Professional development opportunities
- Amazing coworkers from around the world
- Generous time off policies for vacations, sick days, birthdays, religious observances, civil involvement, new babies or pets, emergencies, or even if you just need to recharge
- Life-friendly Zoom calls we love to see your pets & hear your kids jokes!
Interview Process
- Phone screen: < 30 min conversation with a hiring manager
- Take-home test
- Team interviews: 2-3 hours on Zoom where you'll e-meet multiple members of our team
Diversity
We believe diverse teams perform better, & we seek to increase our overall team diversity. We make active efforts to reduce the impact of unconscious bias in our hiring process.
Accessibility
500px welcomes & encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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