Customer Advocacy Agent, Holyoke MA

Framebridge•Holyoke, MA

7d•Onsite

About The Position

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. 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 at Framebridge. This 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.

Requirements

2+ years of experience in a customer service role.
Proactive, positive, and self-directed — you can take guidance and run with it independently.
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 — you genuinely care about the customer experience.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

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, 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 100% happiness guarantee.