Customer Advocacy Agent, Holyoke MA

Job Title

Customer Advocacy Agent, Holyoke, MA

Holyoke, MA

• 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.

• 2+ years of experience in a customer service role.
• Proactive, positive, and self‑directed; can take guidance and run independently.
• Excellent verbal and written communication skills; writes with warmth, clarity, and professionalism.
• Collaborative team player who thrives in a fast‑paced, ever‑changing environment.
• Passionate about home, design, and the Framebridge mission – genuinely cares about the customer experience.

• 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!

$18.00/hr

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.