CX Customer Advocacy Agent, San Marcos Manufacturing Studio

Kaplan International; United States; On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Full medical, dental, and vision

401(k) and employer-funded pension

Parental leave and return program

Flexible Time Off

Framebridge employee Free Frame codes

Short-term disability and Life/AD&D

EAP

Ongoing learning and development

Commuter benefits

Pet insurance

And more!

Job summary

Framebridge in San Marcos, TX is seeking a CX Customer Advocacy Agent to be the voice of the customer on the Customer Experience Team. This on-site role on our manufacturing studio floor focuses on guiding customers through the framing journey and ensuring a 100% happiness guarantee through proactive communication.

You will collaborate with the operations team, manage production-related updates, and help deliver a delightful customer experience while upholding Framebridge’s standards and brand

Qualifications

• 2+ years of experience in a customer service role.
• Proactive, positive, and self-directed — able to take guidance and run with it.
• Excellent verbal and written communication skills; warmth, clarity, and professionalism.
• Collaborative team player who thrives in a fast-paced, changing environment.

Responsibilities

• Provide proactive daily customer outreach, communicating necessary order changes and production issues with care.
• Navigate queues across Customer Advocacy inboxes and ensure no customer receives a delayed response.
• Monitor Slack channels to answer questions and guide remote CX agents.
• Bridge the operations team and customers on the floor to ensure the voice of the customer is represented at each step.
• Collaborate with the operations team on high-priority orders, including fragile or high-value artwork and VIP requests.
• Prepare and return unframed artwork to customers or retail locations per company standards.
• Develop deep brand and product knowledge to serve as a go-to resource for the operations team.
• Attend bi-weekly 1:1s with team lead and weekly meetings to discuss workflow updates and improvements.
• Maintain understanding of internal changes, including factory procedures and CX org updates.
• During peak periods, flex into other channels to maintain service levels and 100% happiness.

Skills

Customer service

Proactive/self-directed

Verbal & written comms

Team player

Job description

Job Title CX Customer Advocacy Agent, San Marcos Manufacturing Studio

Job Title CX Customer Advocacy Agent, San Marcos, TX

Job Description

Customer Advocacy Agent

Location: San Marcos, TX - ON SITE ROLE IN OUR MANUFACTURING STUDIO

Salary Information: $18.00/hr

Who We Are

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.

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. You are a problem-solver who is passionate about every customer receiving an exceptional experience at Framebridge. 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. This role reports to the Manager, Customer Advocacy.

As a Framebridge Team Member, You Will Show Pride We stand behind our work, we sweat the details, and we strive for continuous improvement every day. We're proud to frame the things you love, and show pride in our product and craftsmanship.

Adapt & Act We are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change.

Embrace Challenges We embrace challenges with creative solutions and we know that collaboration is the only way to succeed. We set big goals and keep raising the bar together.

Secure the Baton We take personal responsibility for delivering successful outcomes, not just completing tasks. We ensure every handoff is clear, complete, and sets the next teammates up to succeed.

Make It Special We search everyday for opportunities to make our product and experience special. When you are building a business where every piece is priceless, making it special is core.

Build to Last We are building a product and a business that are built to last. We work every day to build lasting relationships within our team and with our customers. At Framebridge, our people are the heart of everything we build. We foster an inclusive, equitable, and collaborative environment where remarkable individuals take pride in their craft, elevate the customer experience, and are empowered to do the best work of their careers.

As Customer Advocacy Agent, You Will:

• Provide proactive daily customer outreach, communicating necessary order changes and informing customers of production issues with care and clarity.
• Work across Customer Advocacy inboxes — using daily guidance to navigate queues, elevate when needed, and ensure no customer receives a delayed response.
• Monitor the @cxcustomeradvocates tag in Slack to answer questions and provide guidance to remote CX agents.
• 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.
• Collaborate with the operations team on high-priority orders — including fragile or high-value artwork, tight deadlines, and VIP customer requests.
• Prepare and return unframed artwork to customers or retail locations in accordance with company standards.
• 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.

Who You Are:

• 2+ years of experience in a customer service role.
• Proactive, positive, and self-directed — you can take guidance and run with it independently.
• Excellent verbal and written communication skills; you write with warmth, clarity, and professionalism.
• A collaborative team player who thrives in a fast-paced, ever-changing environment.
• Passionate about home, design, and the Framebridge mission — you genuinely care about the customer experience.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Benefits & Perks

• 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
• Framebridge employee Free Frame codes and discounts
• Short-term disability and Life/AD&D Insurance
• Employee Assistance Program (EAP)
• Ongoing learning and development opportunities
• Commuter benefits
• Pet insurance
• And more!

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. This range may be modified in the future.

Equal Opportunity Employer

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.

Time Type Full time

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.

We’re an incredibly hard-working, creative and fun group. We’re passionate about our customers and their art.

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