Onsite CX Advocate & Operations Liaison - San Marcos

Framebridge; San Marcos (TX); 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 and paid holidays

Employee discounts

Short-term disability and Life/AD&D

EAP

Learning and development opportunities

Commuter benefits

Pet insurance

And more!

Job summary

Framebridge seeks a CX Customer Advocacy Agent for our San Marcos Manufacturing Studio, on-site in San Marcos, TX. You will bridge customers and the operations team, ensuring a 100% happiness guarantee through proactive outreach and clear communication.

You’ll collaborate with the Customer Advocacy team, handle production changes, and guide customers through the framing journey while developing deep brand/product knowledge. This full-time role offers full benefits and growth opportunities.

Qualifications

• 2+ years of experience in a customer service role.
• 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.

Responsibilities

• 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.

Skills

Customer service

Verbal communication

Written communication

Team collaboration

Problem-solving

Detail orientation

Job description

Framebridge seeks a CX Customer Advocacy Agent for our San Marcos Manufacturing Studio, on-site in San Marcos, TX. You will bridge customers and the operations team, ensuring a 100% happiness guarantee through proactive outreach and clear communication.

You’ll collaborate with the Customer Advocacy team, handle production changes, and guide customers through the framing journey while developing deep brand/product knowledge. This full-time role offers full benefits and growth opportunities.