Customer Support & Print Sales Specialist

Respond promptly and professionally to inbound customer inquiries by phone, email, and live chat.

Assist customers with product questions, file uploads, order placement, order status, production timelines, shipping, and delivery concerns.

Provide accurate and consistent information based on established policies, product specifications, and service standards.

Build rapport with photographers, artists, and other creative professionals by demonstrating an understanding of their needs and priorities.

Maintain a calm, empathetic, and solution-oriented approach when handling customer concerns.

Escalate complex technical, production, billing, or quality issues to the appropriate internal team.

Help customers compare print materials such as metal, acrylic, canvas, photographic paper, mounted prints, and framed products.

Explain relevant differences in appearance, finish, durability, presentation, and intended use.

Guide customers in choosing appropriate print sizes, finishes, mounting, framing, and display options.

Ask thoughtful questions to understand the customer’s image, intended display environment, budget, deadline, and desired presentation.

Make appropriate product recommendations without pressuring customers into unnecessary purchases.

Help customers understand custom sizing, available options, and potential production considerations.

Support inbound customers who are evaluating products or deciding whether to place an order.

Translate customer needs into clear and relevant product recommendations.

Explain product value, features, and differences in a confident and accessible manner.

Address common concerns that may prevent a customer from completing a purchase.

Identify appropriate opportunities to recommend upgrades, alternative materials, framing, mounting, or complementary options.

Follow up on qualified customer inquiries when additional information is needed to complete an order.

Support customer retention by creating a helpful and trustworthy buying experience.

Assist customers with common questions related to image resolution, aspect ratio, cropping, file formats, and uploads.

Help customers understand how the shape and dimensions of an image may affect the final print.

Identify obvious file or order concerns and communicate them clearly before production.

Provide established guidance regarding image size, print dimensions, and basic file-preparation requirements.

Coordinate with technical or production specialists when advanced color management, file correction, or prepress review is required.

Ensure customer instructions and order details are documented accurately.

Provide customers with accurate updates regarding order status, expected production timelines, and shipping.

Investigate delayed, incomplete, or incorrect orders using available order and shipping information.

Coordinate with production, fulfillment, and operations teams to resolve customer issues.

Help customers understand how made-to-order production timelines differ from standard retail fulfillment.

Communicate proactively when delays, file concerns, or other issues may affect an order.

Maintain ownership of open customer cases until the issue has been resolved or formally transferred.

Assist customers who report damaged, defective, incorrect, or unsatisfactory products.

Gather the required information, photographs, packaging details, and order documentation.

Set clear expectations regarding review, replacement, return, or warranty procedures.

Distinguish between potential production defects, shipping damage, and expected product characteristics.

Escalate quality-sensitive cases appropriately and avoid making unsupported technical conclusions.

Maintain empathy and professionalism when handling high-value or emotionally significant artwork.

Communicate effectively with professional photographers, artists, designers, galleries, and other creative customers.

Understand that customers may be purchasing prints for exhibitions, client delivery, resale, portfolios, commercial spaces, or personal display.

Support repeat and professional customers with consistent, knowledgeable service.

Learn relevant customer preferences and order history when appropriate.

Help strengthen long-term relationships by serving as a reliable point of contact.

Represent the brand with professionalism and credibility in every interaction.

Record customer conversations, order details, actions taken, and required follow-ups accurately.

Maintain organized case notes so that another team member can understand the status of an inquiry.

Communicate recurring customer questions, product concerns, and process gaps to the internal team.

Collaborate with customer service, operations, production, shipping, and sales stakeholders.

Follow established escalation procedures and service-level expectations.

Contribute to internal FAQs, response templates, and product-support documentation when recurring questions are identified.

Proven professional experience in customer support, customer service, inside sales, or a related customer-facing role.

Relevant experience with a photo lab, fine-art printer, commercial printing company, custom framing business, print-on-demand provider, photography business, or closely related visual-production company.

Experience communicating with photographers, artists, designers, galleries, or other creative professionals.

Experience providing customer support by phone, email, and live chat.

Experience assisting customers with product selection or providing consultative purchasing guidance.

Working knowledge of common print products, materials, sizes, finishes, framing, mounting, or presentation options.

Working knowledge of image resolution, aspect ratios, cropping, file formats, and basic image-preparation considerations.

Experience supporting ecommerce, custom-product, or made-to-order purchases.

Ability to explain technical or product information in language customers can easily understand.

Excellent spoken and written English communication skills.

Strong active-listening, relationship-building, and problem-solving abilities.

Professional and confident phone presence.

Strong attention to detail when recording order specifications and customer instructions.

Ability to manage multiple conversations and open cases without losing track of follow-up commitments.

Ability to remain calm and professional when handling delays, damage, quality concerns, or dissatisfied customers.

Ability to work independently and recognize when an issue requires escalation.

Reliable internet connection and a quiet, professional remote-working environment.

Direct experience with metal, acrylic, canvas, photographic paper, mounted, or framed print products.

Familiarity with color profiles, color management, print resolution, bleed, image enlargement, or advanced file-preparation concepts.

Experience assisting professional photographers with client orders, exhibitions, portfolios, or print fulfillment.

Experience with custom sizing, framing, mounting, commercial printing, or high-volume print orders.

Experience supporting print-on-demand or dropshipping programs.

Experience with Adobe Photoshop, Lightroom, or similar imaging software in a customer-support or file-review context.

Experience using customer support platforms such as Gorgias, Zendesk, Reamaze, Freshdesk, or similar.

Experience using Shopify or another ecommerce and order-management platform.

Experience supporting US-based customers.

Experience handling custom-product damage claims, replacements, returns, or warranty cases.

Experience supporting galleries, interior designers, commercial clients, or creative businesses.