{"id":765922,"url":"https://alion.io/job/nuovophotography-client-escalations-specialist","title":"Client Escalations Specialist","company":{"id":678804,"name":"Nuovo Artistic Studios","domain":"nuovophotography.com","url":"https://alion.io/company/nuovophotography","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":92000,"period":"year","method":"role_country_seniority_unknown","sample_n":793},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"Xero","optional":false}],"status":"live","first_seen_at":"2026-09-03T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-22T10:39:05Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":49},"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.\nAs 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.\nThis 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.\nWhat You’ll Do:\nManage 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.\nAct as the primary point of contact for high-stakes escalations, driving swift, effective, and brand-aligned outcomes.\nInvestigate and unblock critical bottlenecks in order production, editing, or delivery by coordinating efficiently with the studio, sales, and production teams.\nIn conjunction with your manager, exercise strategic judgment in handling exceptions (refunds, credits, priority reshoots) while balancing client satisfaction and business impact.\nMaintain a high standard of resilience, empathy, and absolute discretion in all sensitive client interactions.\nConduct root-cause analysis on recurring issues and share actionable insights to optimize processes and proactively reduce future escalations.\nTrack escalation metrics and performance through KPIs (resolution time, SLA compliance, and client retention).\nTake on additional tasks outside of core responsibilities as directed by your manager to support collaborative team and business needs.\nRequirements\nAbout you:\nMinimum 3-5 years of professional experience in customer experience, client services, or customer success, with a proven focus on escalation management or crisis resolution.\nStrong problem-solving, negotiation, and mediation skills, with the ability to exercise sound judgment, balance client needs, and protect company objectives.\nDemonstrated resilience and emotional intelligence to handle complex, highly sensitive situations and frustrated clients with absolute professionalism.\nExperience in driving root-cause analysis and implementing positive, measurable changes to optimize workflows and reduce future escalations.\nHighly organized, process-driven, and detail-oriented, with the ability to multitask under pressure.\nExcellent verbal and written communication skills in English (strong diplomacy is a must); Spanish and French are considered assets.\nProficient with technology and software, including Xero, Slack, Front, and Google Suite.\nEager to learn, highly adaptable to change, and comfortable stepping into high-stakes challenges.\nBenefits\nWhat We Offer:\nInspiring Work Environment: Immerse yourself in a creative, collaborative studio where artistry and empowerment converge.\nGrowth Opportunities: Be part of a fast-growing company committed to nurturing talent and fostering career development.\nRecognition and Support: A team that values your contributions and celebrates your success.\nExclusive 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.\nAbout us:\nNuovo 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.\nThis 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.\nThis is your moment. Apply today!","description_format":"text","description_chars":4332,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Photography"],"lifecycle":[{"event":"open","at":"2026-09-11T19:59:23Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Positions approved through LMIA in 12 months: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"High Wage","cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.426,"p_room":0.35,"age_days":49,"expected_fill_days":23,"reasons":["conf:3","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/nuovophotography-client-escalations-specialist","json_url":"https://alion.io/job/nuovophotography-client-escalations-specialist.json","meta":{"generated_at":"2026-10-22T12:33:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11092,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678804},"rest":"https://alion.io/mcp/rest/get_company?id=678804"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnuovophotography-client-escalations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnuovophotography-client-escalations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnuovophotography-client-escalations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nuovophotography-client-escalations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnuovophotography-client-escalations-specialist"}]}