Nuovo Artistic Studios is the premier destination for all things self-love. A by-women company and the largest artistic photography company in North America, Nuovo is on a mission to empower individuals by fostering confidence and self-expression while celebrating intimacy and individuality.We are searching for a Head of Client Care to join our dedicated team, playing a crucial role in elevating our client experience and driving trust, retention, and long-term satisfaction.This role ensures both proactive and reactive client care — from following up with clients after their photoshoot to reassure them and answer questions, to handling inbound calls related to scheduling or studio access, as well as managing more complex inquiries and escalations. The role also focuses on building structured, scalable processes, leading the support team, and continuously improving service quality in a fast-growing environment.This is an excellent opportunity for someone who thrives in a rapid-paced, creative setting and takes pride in delivering a high-touch, empathetic, and solution-oriented client experience.What You'll DoProactive Client Care & Post-Shooting Follow-UpLead proactive outbound calls to clients a few days after their photoshoot to gather feedback, answer questions, and provide reassurance on next steps (photo delivery, selection process, timelines)Ensure clients feel supported, heard, and confident throughout the post-shooting journeyIdentify early signs of dissatisfaction and address concerns before they escalationReal-Time Client Support & Studio CoordinationOversee and support inbound calls from clients experiencing last-minute issues (running late, difficulty locating the studio, timing concerns)Coordinate quickly with studio teams to adapt schedules and find practical solutionsAct as a calm,



solution-oriented point of contact in time-sensitive situationsClient Support & Case ResolutionManage daily post-shooting client support operations (calls, emails, follow-ups)Personally handle complex, sensitive, or escalated client casesEnsure fair, timely, and brand-aligned resolutions (refunds, reshoots, credits, exceptions)Maintain a high standard of empathy, discretion, and professionalism in all client interactionsTeam Leadership & PerformanceLead, coach, and structure the Client Care & Resolution teamSet clear expectations around tone of voice, response time, and client handling standardsMonitor performance through KPIs (response time, resolution rate, client satisfaction)Support the development of team members in both reactive and proactive client communicationProcesses & ToolsBuild and document workflows for proactive outreach, inbound support, and escalationsCreate call scripts, playbooks, and FAQs aligned with brand valuesOptimize ticketing, call routing, and reporting tools to ensure efficiency and visibilityEnsure consistency across all client touchpointsCross-Functional Collaboration & Continuous ImprovementWork closely with studio teams, photographers, sales, and production to resolve issues end-to-endShare client insights and recurring feedback to improve the overall photoshoot experienceContinuously refine processes to support scale while maintaining a high-touch,



human approachRequirementsAbout You7+ years of experience in customer experience, client services, or customer successProven experience managing complex client situations and escalationsPrevious leadership experience in a scaling or fast‑growing companyStrong emotional intelligence and communication skillsAbility to handle sensitive topics with tact and confidenceNatural authority and credibility with both clients and internal teamsHighly organized, process‑driven, and solution‑orientedComfortable working in a female‑focused, empowerment‑driven environmentExperience in premium services, hospitality, wellness, beauty, or creative industries is an assetBackground in change management or team structuring is an assetBenefitsInspiring Work Environment: Immerse yourself in a creative, collaborative studio where artistry and empowerment convergeGrowth Opportunities: Be part of a fast‑growing company committed to nurturing talent and fostering career developmentRecognition and Support: A team that values your contributions and celebrates your successExclusive 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 discountAbout UsNuovo 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!#J-18808-Ljbffr

📌 Head Of Client Care (Montreal)
🏢 Nuovo Artistic Photography
📍 Montreal