CX Retail Agent, Customer Experience

Framebridge Inc; United States; Remoto; USD 25.000 - 26.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, and vision

401(k) plan

Parental leave

Flexible time off

Employee discounts

Disability & Life insurance

EAP

Commuter benefits

Pet insurance

Learning opportunities

Descrizione del lavoro

Framebridge Inc. is seeking a CX Retail Agent to support customers across email, phone, chat, and SMS while coordinating with Framebridge Retail Stores, CX, and production teams.

You will deliver fast, friendly service, manage order updates, and help customers with status changes. The role requires 1–2 years in customer service and comfort with browser-based tools. Some weekend shifts are included.

Competenze

• 1–2 years of experience in customer service, retail, or hospitality.
• Strong written and verbal communication with a customer-first approach.
• Comfort with browser-based tools and systems.
• Ability to multitask across channels and priorities.
• Collaborative, team-oriented mindset.

Mansioni

• Deliver best-in-class customer service that builds brand trust and customer loyalty.
• Provide fast, friendly customer support via email, phone, chat, and SMS.
• Build strong customer relationships through active listening, clear communication, and creative problem-solving.
• Help customers with order status, order changes, and account updates, including orders placed in Framebridge Retail Stores and art being dropped off or picked up.
• Use sound judgment to resolve inquiries quickly and effectively.
• Navigate internal tools and systems with confidence (CRM, order management, payment tools, etc.).
• Stay flexible and adaptable within a structured production environment.
• Serve as the liaison between Framebridge Retail Stores, Customer Service, and production teams, giving retail teams clear, accurate guidance and keeping communication accurate across all partners.
• Balance multiple priorities across customer needs, store support, and team projects.

Conoscenze

Customer service

Communication

Time management

Multitasking

Team player

Formazione

Strumenti

CRM

Order management

Payment tools

Descrizione del lavoro

CX Retail AgentLocation: RemoteAvailability: Varying shifts including weekday and weekend hoursWho We AreAt 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 RoleWe're seeking a CX Retail Agent who will sit at the heart of the customer experience, supporting customers across email, phone, chat, and SMS and serving as the liaison between Framebridge Retail Stores, CX, and production teams. You're a natural problem solver and strong communicator who genuinely enjoys helping people, and you'll make decisions in the customer's best interest to make framing feel easy, enjoyable, and accessible for everyone. This role reports to the CX Retail Lead.As a Framebridge Team Member, You Will:Show PrideWe 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 & ActWe are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change.Embrace ChallengesWe 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 BatonWe 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 SpecialWe 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 LastWe 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 CX Retail Agent, You Will:Deliver best-in-class customer service that builds brand trust and customer loyaltyProvide fast, friendly customer support via email, phone, chat, and SMSBuild strong customer relationships through active listening, clear communication, and creative problem-solvingHelp customers with order status, order changes, and account updates, including orders placed in Framebridge Retail Stores and art being dropped off or picked upUse sound judgment to resolve inquiries quickly and effectivelyNavigate internal tools and systems with confidence (CRM, order management, payment tools, etc.)Stay flexible and adaptable within a structured production environmentServe as the liaison between Framebridge Retail Stores, Customer Service, and production teams, giving retail teams clear, accurate guidance and keeping communication accurate across all partnersBalance multiple priorities across customer needs, store support, and team projectsWho You Are:1–2 years of experience in customer service, retail, or hospitalityStrong written and verbal communication skills with an engaging, customer-first approachComfort with browser-based tools and systemsExcellent time management and organizational skills, with strong attention to detailAbility to multitask across channels and prioritiesA collaborative, team-oriented mindsetFull-time availability, including some weekendsBonus: Experience with design tools like – Adobe Photoshop, Canva, Figma (not required)Benefits & Perks:Full medical, dental, and vision benefitsGenerous retirement program — 401(k) and employer-funded pension planParental leave and return programFlexible Time Off and paid holidaysFramebridge employee Free Frame codes and discountsShort-term disability and Life/AD&D InsuranceEmployee Assistance Program (EAP)Ongoing learning and development opportunitiesCommuter benefitsPet insuranceAnd more!Salary Information:The base range is $$18-$19 per hour. Final compensation depends on experience, qualifications, and location.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.California Applicants:Review your CCPA Privacy Rights (https://oag.ca.gov/privacy/ccpa). Framebridge uses AI to assist in reviews, but all hiring decisions are made by humans.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.JR# JR259515