Client Escalations Specialist

Job description

Nuovo Artistic Studios is the premier destination for all things self-love. A by-women company and one of the largest artistic photography companies in North America, Nuovo is on a mission to empower individuals by fostering confidence and self-expression while celebrating intimacy and individuality. As a Client Escalations Specialist, you'll bring your strong emotional intelligence, resilience, and calm composure to ensure exceptional customer relations even in high-stakes situations. You'll be the key to seamless communication, taking full ownership of complex issues, and turning friction into loyalty. Based in the vibrant Old Port of Montreal, we seek candidates who are driven to maintain genuine and loyal relationships with our clients through effective crisis resolution while supporting our collaborative team. This is an excellent opportunity for someone who thrives in a fast-paced, high-stakes setting and takes pride in delivering a high-touch, resilient, and strategic, solution-oriented client experience.

What You’ll Do:

- Manage daily post-shoot client support (calls, emails, follow-ups) with a focus on high-priority and sensitive cases, ensuring full ownership from start to finish.

- Act as the primary point of contact for high-stakes escalations, driving swift, effective, and brand-aligned outcomes.

- Investigate and unblock critical bottlenecks in order production, editing, or delivery by coordinating efficiently with the studio, sales, and production teams.

- In conjunction with your manager, exercise strategic judgment in handling exceptions (refunds, credits, priority reshoots) while balancing client satisfaction and business impact.

- Maintain a high standard of resilience, empathy, and absolute discretion in all sensitive client interactions.

- Conduct root-cause analysis on recurring issues and share actionable insights to optimize processes and proactively reduce future escalations.

- Track escalation metrics and performance through KPIs (resolution time, SLA compliance, and client retention).

- Take on additional tasks outside of core responsibilities as directed by your manager to support collaborative team and business needs.

Requirements About you:

- Minimum 3-5 years of professional experience in customer experience, client services, or customer success, with a proven focus on escalation management or crisis resolution.

- Strong problem-solving, negotiation, and mediation skills, with the ability to exercise sound judgment, balance client needs, and protect company objectives.

- Demonstrated resilience and emotional intelligence to handle complex, highly sensitive situations and frustrated clients with absolute professionalism.

- Experience in driving root-cause analysis and implementing positive, measurable changes to optimize workflows and reduce future escalations.

- Highly organized, process-driven, and detail-oriented, with the ability to multitask under pressure.

- Excellent verbal and written communication skills in English (strong diplomacy is a must); Spanish and French are considered assets.

- Proficient with technology and software, including Xero, Slack, Front, and Google Suite.

- Eager to learn, highly adaptable to change, and comfortable stepping into high-stakes challenges.

Benefits What We Offer:

- Inspiring Work Environment: Immerse yourself in a creative, collaborative studio where artistry and empowerment converge.

- Growth Opportunities: Be part of a fast-growing company committed to nurturing talent and fostering career development.

- Recognition and Support: A team that values your contributions and celebrates your success.

- Exclusive Perks: Access to Nuovo’s services and products, ensuring you, too, can experience the power of portraiture. We also provide you with a 50% Family & Friends discount.

About us: Nuovo Artistic Studios is not just a photography studio; it’s a movement designed to uplift, empower, and transform. Our mission is to provide every guest with a luxury experience that inspires confidence and celebrates individuality. With studios across North America, we are redefining the art of modern portraiture, one empowered story at a time. This is your opportunity to join a team dedicated to excellence and artistry. Become part of the Nuovo legacy and make an impact, one unforgettable moment at a time. This is your moment. Apply today!