Customer Advocacy Agent, Holyoke MA

Customer Advocacy Agent

Location:

Holyoke, MAWho 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 As a Customer Advocacy Agent on the Customer Experience Team, you will be the voice of the customer — helping them move through their custom framing journey and ensuring our brand's reputation by addressing issues that arise during the manufacturing process. You are a problem-solver who is passionate about every customer receiving an exceptional experience s role is an active, on-floor position in our Henderson Operations Studio, bridging the operations team and customers through email communication to ensure the 100% happiness guarantee.

This role reports to the Manager, Customer Advocacy.

As a Framebridge Team Member, You Will 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 Customer Advocacy Agent, You Will:

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, escalate 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…