CX Retail Agent, Customer Experience

Framebridge; Winchester (VA); Remote; USD 25,000 - 26,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Parental leave

Flexible time off

Employee discounts

Job summary

Framebridge is seeking a CX Retail Agent to support customers across email, phone, chat, and SMS from a remote location. You will be the bridge between Framebridge Retail Stores, CX, and production teams, solving problems with empathy and clear communication.

You will handle order updates, status inquiries, and changes while delivering a delightful customer experience in a fast-paced production environment. Some weekends may be required.

Qualifications

• 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.
• Excellent time management and attention to detail.
• Ability to multitask across channels and priorities.
• Collaborative, team-oriented mindset.
• Full-time availability, including some weekends.
• Bonus: experience with design tools like Photoshop, Canva, Figma (not required).

Responsibilities

• Deliver best-in-class customer service to build brand trust and loyalty.
• Provide fast, friendly support via email, phone, chat, and SMS.
• Build strong customer relationships through active listening and clear communication.
• Handle order status questions, changes, and account updates across frames and stores.
• Navigate internal tools (CRM, order management, payment tools) with ease.
• Support a structured production environment with flexibility.
• Act as liaison between Retail Stores, CX, and production teams.

Skills

Customer service

Communication

Multitasking

Team player

Job description

Job Title

CX Retail Agent, Customer Experience

Job Description

CX Retail Agent

Location: Remote

Availability: Varying shifts including weekday and weekend hours

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

We’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.

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 CX Retail Agent, You Will

• 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

Who You Are

• 1–2 years of experience in customer service, retail, or hospitality
• Strong written and verbal communication skills with an engaging, customer-first approach
• Comfort with browser-based tools and systems
• Excellent time management and organizational skills, with strong attention to detail
• Ability to multitask across channels and priorities
• A collaborative, team-oriented mindset
• Full-time availability, including some weekends
• Bonus: Experience with design tools like – Adobe Photoshop, Canva, Figma (not required)

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!

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.

Time Type

Full time

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.