Transforming Our Support Heroes… Into Actual Superheroes

My old boss, Steve Jobs, used to say, “One way to remember who you are is to remember who your heroes are.”

Kaydin Carlsen, SmugMug Support Hero

Kaydin Carlsen, SmugMug Support Hero

Our heroes are photographers, from moms who capture priceless moments with iPhones, to elite pros who shoot astonishing photos like the one you see above.  To help them, we built a team of 40 support people, mostly photographers.

Working in customer support is a hard job. In most companies, more than a third of customer support employees quit every year. Which means on a team of 40, on average you can expect to lose 12 people a year. So, few people believe they’ve heard us correctly when we say that in over a decade, only one of our Support Heroes has ever resigned.

Our customers sent so many emails to them saying, “You are my new hero,” we called them Support Heroes.

What’s our secret?  We don’t have scripts or thick training manuals. We simply ask our Support Heroes to be heroic.

Which gave photographer Benjamin Von Wong an idea:  take their photos where only real superheroes would dare go. He wanted to make them into superheroes without green screens or special effects.

What do you see when you imagine a superhero?  Standing strong on top of a building, overlooking a city, hair blowing in the wind?  That’s what we saw, so we did a photoshoot on the ledge of a skyscraper.

Here’s Von Wong’s amazing story.

SmugMug Films started with a simple idea:  to tell the story of our greatest heroes, the photographers who inspire us.  The films have taken flight on their own, and today we’re excited to introduce one about Von Wong’s inspiring rooftop shoot:

Who inspires you?  Do you have a story of a photographer worth sharing? Let us know, we might just pop over to film it!

All the best,

Chris MacAskill (aka Baldy)

Co-founder, photographer, regular guy, and on this day a terrified hero wannabe.

Chris MacAskill on skyscraper

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Chris MacAskill

co-founder of SmugMug

4 thoughts on “Transforming Our Support Heroes… Into Actual Superheroes”

  1. Fantastic. I was amazed that you were able to get your staff to do this. It gives me chills just to think about it, even with a harness!

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