On-Site CX Advocate — Framing Studio

Framebridge Inc; San Marcos (TX); Sur place; USD 20 000 - 29 000; Plein temps

Avantages offerts par ce poste

Medical benefits

401(k) plan

Parental leave

Flexible time off

Framebridge employee discounts

Commuter benefits

Pet insurance

Résumé du poste

Framebridge Inc. is seeking a CX Customer Advocacy Agent in San Marcos, TX to be the voice of the customer on the on-site operations floor. You will bridge the operations team and customers through proactive outreach and clear communication to ensure 100% happiness during the framing journey.

You will handle production updates, guide remote CX agents, and collaborate on high-priority orders while developing deep brand knowledge and participating in regular team meetings.

Qualifications

• 2+ years of experience in a customer service role.
• Excellent verbal and written communication skills; warm, clear, and professional.
• Collaborative team player who thrives in a fast-paced, ever-changing environment.
• Passionate about home, design, and Framebridge mission.

Responsabilités

• Provide proactive daily customer outreach, communicating necessary order changes and informing customers of production issues with care and clarity.
• Work across Customer Advocacy inboxes, navigate queues, escalate when needed, and ensure no customer receives a delayed response.
• Monitor the Slack tag @cxcustomeradvocates to answer questions and guide remote CX agents.
• Serve as an active presence on the operations floor, bridging the teams to represent the voice of the customer.
• Collaborate with the operations team on high-priority orders, including fragile or high-value artwork, tight deadlines, and VIP requests.
• Prepare and return unframed artwork to customers or retail locations per company standards.
• Develop deep brand and product expertise to serve as a go-to resource for the team.
• Attend bi-weekly 1:1s and weekly meetings to discuss workflow updates and improvements.
• Maintain current understanding of company changes, including factory procedures and CX updates.
• During peak periods, flex into other channels to maintain service levels and uphold our happiness guarantee.

Connaissances

Customer service

Communication

Team player

Adaptability

Description du poste

Framebridge Inc. is seeking a CX Customer Advocacy Agent in San Marcos, TX to be the voice of the customer on the on-site operations floor. You will bridge the operations team and customers through proactive outreach and clear communication to ensure 100% happiness during the framing journey.

You will handle production updates, guide remote CX agents, and collaborate on high-priority orders while developing deep brand knowledge and participating in regular team meetings.