Customer Support Representative

Picfair - Customer Support Representative

We’re looking for a bright, quick-witted and friendly problem solver to join Picfair’s Customer Support Team. This is a great opportunity to join a creative start-up and gain exposure to photography, technology, SaaS, e-commerce and everything in between. 

The Company:

Picfair is a simple and beautiful one-stop-shop for photographers around the world to build a website, upload their portfolio and start selling their images as digital downloads and printed products. Our photographers are the heart of Picfair, and our support service is core to their experience of the site. 

We want to make sure that every interaction a photographer has with Picfair lets them know that we’re here to support them, regardless of whether they’re an experienced pro photographer or someone who’s just picked up a camera for the very first time. Picfair exists to make the world of photography simpler and fairer, and every interaction we have with our photographers should reinforce this.

The Role: 

  • Answering customer queries through email and contact form via ZenDesk - we have a global customer base and the level of enquiry varies greatly, so you must be happy to deal with a mixed array of questions across our services and features 
  • Responding to comments and messages across a range of social media platforms - we see a lot of responses to our online advertising and need someone who’s able to help manage the social space with a smile and keep our friendly ethos going 
  • Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier
  • Working closely with our small Customer Support Team - we’re a collaborative bunch and always ready to jump in where someone left off and are looking for someone who’s happy to ask questions and learn from the team

The Person: 

The ideal candidate will be someone who thrives off the unknown and isn’t afraid to make judgement calls, someone who isn’t fazed when presented with a new problem to solve. We’re looking for a solid level of situational reasoning, a coordinator who can analyse information from a variety of sources and use previous customer enquiries to determine the best course of action. This is not a standard support role with a pre-determined answer for every question so ideally would suit someone with academic analytical skills, or a critical thinker with experience in agile start-up environments. We encourage those with cultural, literary or creative backgrounds but if that’s not you don’t be put off, please apply and let us know what you can bring to the team! 

You should apply if you:

  • have a graduate degree or equivalent experience
  • are a confident, articulate ‘people person’ with excellent communication skills
  • can write articulate and concise emails on relatively short turnarounds
  • are ready to hit the ground running and, where necessary, improvise to get the job done
  • genuinely care about solving people’s problems
  • are great at explaining things to people in a way they can understand
  • know your way around social networks, and technology interests you
  • have the right to work in the UK

To apply, please send us the following to jobs@picfair.com:

  • Brief cover letter explaining why you’re interested in joining Picfair 
  • CV highlighting relevant experience
  • An example of how you’d answer a typical user question of ‘I’m interested in signing up but don’t think my pics are good enough’ (this should be no more than 2 paragraphs)

Shortlisted candidates will be invited to undertake an online assessment to help us gauge your skills and learn more about your personality before a phone call and virtual interview.