On-Site CX Advocate for 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

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