Customer Support Specialist

Before you read on: this is not phone support in the usual sense. There is no queue and no number to answer — the work is email and messages. But now and then a thread goes round in circles, and the fastest way to fix it is to get the customer on a call. You would set that up and make it. It is the exception, not the job.

We make art from our customers’ own photographs — their homes, their pets, the places and people that matter to them — and the range keeps growing. Everything is made to order. A customer sends a photograph, we send back a proof to approve, and we keep adjusting until it is right. Nothing is printed until they say yes.

That makes support here different from most. You are not closing tickets. You are the person who tells someone their proof is ready, who works out what “could the porch be a bit warmer” actually means, and who knows that what goes in the box ends up on a wall somebody looks at every day.

What you would do

• Answer customer email and messages — questions before ordering, proofs and revisions after
• Move each order from photo upload to delivered print: chase missing photos, flag ones that will not work, keep proofs moving
• Handle changes, cancellations and returns, and sort out parcels that arrive late or damaged
• Work with our print and framing partners when an order needs attention
• Notice what repeats — a courier, a frame, a step people keep getting stuck on — and tell us
• Build the templates and help-centre answers so the same question is never written from scratch twice

What we are looking for

• You write well in English. That is most of the job.
• You can hold thirty open conversations without losing one.
• You are comfortable giving the honest answer, including when it is no.
• You will pick up the phone when writing has stopped working, rather than sending a seventh email.
• Useful but not required: ecommerce, print, or anything made to order.

Applying

Use the form below, and attach your resume to the email it prompts. Skip the cover letter — instead, tell us about a time a customer was upset and right.

We read everything and reply either way, usually within a week.