Customer Experience Partner

We're Jiffy! We launched over a decade ago with a simple mission: use technology to combine an unparalleled level of customer service with the fastest delivery in the blank apparel, direct-to-film transfer, and custom apparel industry. We're more than a T-Shirt company; we're a support system for the creator economy, the home hobbyist, the small business owner, and more. Today, we help millions of small businesses and customers build their vision from scratch!

We are bootstrapped and profitable, no VC playbook, no burn-rate math, which means customer service here is a growth engine and a competitive advantage, not a cost center.

As a Customer Experience Partner, you'll go beyond just advocating for customers, you'll be a problem solver, process optimizer, and data-driven decision-maker. This role is all about identifying friction points, analyzing root causes, and driving meaningful improvements across customer service operations and the broader customer journey. You'll collaborate with cross-functional teams, dive deep into data, and implement process changes that make a measurable impact on customer satisfaction, efficiency, and retention.

This role requires you to be in the office 5 days a week for a 40-hour work week. Shifts are pulled from a coverage window running 6:00 AM to 12:00AM CT, Monday through Sunday.

• Be a Customer Advocate & Problem-Solver:
  Handle inquiries via phone, email, or chat with urgency and precision, ensuring every interaction is customer-first and solution-driven.
• Diagnose and Troubleshoot Like a Pro:
  Use critical thinking and technical insight to identify challenges, uncover root causes, and deploy effective solutions.
• Leverage Technology to Drive Automation:
  Identify repetitive manual tasks and recommend automation strategies to streamline workflows and eliminate inefficiencies.
• Think Ahead & Improve the
  
  Experience:
  
  Spot trends in customer issues and proactively create solutions that enhance the overall support experience, reducing future contacts.
• Master Multiple Platforms & Data Tools:
  Navigate multiple applications (Zendesk, CRM, order management systems) with ease, ensuring accurate documentation and data-driven decision-making.
• Collaborate & Innovate:
  Share insights with product, engineering, and operations teams to improve processes and remove friction driving faster, smarter service.

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• Proven problem-solving skills, with experience in troubleshooting, root cause analysis, and process optimization.
• Strong technology acumen, with experience using CRM systems (Zendesk preferred), automation tools, and workflow management platforms.
• Ability to pass a pre-employment background screening.
• Obsessed with Customer
  
  Experience:
  
  You go beyond just answering questions, you see every challenge as an opportunity to eliminate pain points, create efficiencies, and improve processes.
• Tech-Savvy & Automation-Focused:
  You think like an innovator, leveraging AI, automation, and workflow optimizations to streamline service and improve speed to resolution.
• A Natural Problem-Solver:
  You analyze, troubleshoot, and resolve complex issues with efficiency and accuracy. You’re resourceful, adaptable, and relentless in finding the best solutions.
• Multitasking & Prioritization Expert:
  You seamlessly manage multiple channels (phone, chat, email) while ensuring no customer is left behind.
• Sharp Attention to Detail:
  You document issues, track resolutions, and anticipate future needs with a data-driven approach (CSAT, ticket solves and touches, phone, chat handling).
• Agile & Resilient:
  You thrive in fast-paced, ever-evolving environments and are comfortable…