Framebridge

Framebridge

Customer Advocacy Agent, Holyoke MA

Holyoke, MA, USA · Full-time

Sponsorship not specifiedDetected 26 days ago
Customer SupportCommunicationCollaboration

About the role

  • As a Customer Advocacy Agent on the Customer Experience Team, you will be the voice of the customer - helping them move through their custom framing journey and ensuring our brand's reputation by addressing issues that arise during the manufacturing process.
  • This role is an active, on-floor position in our Henderson Operations Studio, bridging the operations team and customers through email communication to ensure the 100% happiness guarantee.

Responsibilities

  • Collaborate with the operations team on high-priority orders - including fragile or high-value artwork, tight deadlines, and VIP customer requests.
  • Develop deep brand and product expertise to serve as a go-to resource for the operations team.
  • Attend bi-weekly 1:1s with the team lead and weekly team meetings to discuss workflow updates, strengths, areas for improvement, and new ideas.
  • Maintain a current understanding of changes within the company - including factory production procedures and CX organization updates.
  • During peak periods, flex into other channels as needed to maintain service levels and uphold our 100% happiness guarantee.
  • At Framebridge, our people are the heart of everything we build.
  • We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Requirements

  • 2+ years of experience in a customer service role.
  • Proactive, positive, and self-directed - you can take guidance and run with it independently.
  • You are a problem-solver who is passionate about every customer receiving an exceptional experience at Framebridge.

Compensation

  • Framebridge, in good faith, believes that the posted salary range is accurate for this role at the time of posting.
  • Compensation may vary based on relevant experience, qualifications, and location.

Benefits

  • Full medical, dental, and vision benefits
  • Generous retirement program - 401(k) and employer-funded pension plan
  • Parental leave and return program
  • Flexible Time Off and paid holidays
  • Short-term disability and Life/AD&D Insurance
  • Ongoing learning and development opportunities
  • Commuter benefits

Company info

  • At Framebridge, we are disrupting the custom framing market by replacing a cumbersome experience with a delightful one.
  • Our mission is to make framing so delightful, customers are inspired to frame everything they love-big, little and in between.
  • We've framed over three million pieces and counting.
  • We are building a beloved brand, and to be successful, we have to build a great team across a number of disciplines - ecommerce, retail, design, and manufacturing.
  • We are a consumer business operating online and in our growing fleet of retail stores.
  • We operate multiple manufacturing studios that allow us to deliver a high-quality custom product at an affordable price with a quick turnaround.
  • We exist, grow, and ultimately own the market by delighting customers who trust and value us.
  • We are creative and solution-oriented, flexible, and proactive.
  • We are building a product and a business that are built to last.
  • Provide proactive daily customer outreach, communicating necessary order changes and informing customers of production issues with care and clarity.
  • Serve as an active presence on the operations floor, bridging the operations team and customers to ensure the voice of the customer is represented at every step.
  • Prepare and return unframed artwork to customers or retail locations in accordance with company standards.
  • We work every day to build lasting relationships within our team and with our customers.

Equal opportunity

  • Employer
  • Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. Employment decisions - including hiring, promotion, and advancement - are made without regard to race, color, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristic protected by federal, state, or local law.
  • Please note that employment with Framebridge is at-will. Either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.
  • Time Type

Visa & Work Authorization

  • r, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristi
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This listing is sourced directly from Framebridge's careers page and normalized into a canonical job model.