CX Retail Agent, Customer Experience

CX Retail Agent, Customer Experience

CX Retail Agent

Location:

Remote

Availability:
Varying shifts including weekday and weekend hours

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.

We’re seeking a CX Retail Agent who will sit at the heart of the customer experience, supporting customers across email, phone, chat, and SMS and serving as the liaison between Framebridge Retail Stores, CX, and production teams. You're a natural problem solver and strong communicator who genuinely enjoys helping people, and you'll make decisions in the customer's best interest to make framing feel easy, enjoyable, and accessible for everyone.

This role reports to the CX Retail Lead.

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.

We are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change.

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.

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.

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.

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.

• Deliver best-in-class customer service that builds brand trust and customer loyalty
• Provide fast, friendly customer support via email, phone, chat, and SMS
• Build strong customer relationships through active listening, clear communication, and creative problem-solving
• Help customers with order status, order changes, and account updates, including orders placed in Framebridge Retail Stores and art being dropped off or picked up
• Use sound judgment to resolve inquiries quickly and effectively
• Navigate internal tools and systems with confidence (CRM, order management, payment tools, etc.)
• Stay flexible and adaptable within a structured production environment
• Serve as the liaison between Framebridge Retail Stores, Customer Service, and production teams, giving retail teams clear, accurate guidance and keeping communication accurate across all partners
• Balance multiple priorities across customer needs, store support, and team…