Customer Happiness Associate 03

About our client
Our client is a comfort-first apparel brand with a mission to support individuals experiencing
homelessness; donating one item for every item purchased. To date, our client has donated over
200 million items.
The word our client is derived from the Latin word for bumblebees. Bees work together to make
their hive a better place. At our client, we’re inspired by that. We know it’s the collective efforts of
our team that keeps the Hive alive and strong — a team that is diverse and inclusive. Different
perspectives strengthen our ability to make the most comfortable versions of the products
people wear closest to their bodies every day and to serve the communities where we all work
and live. We are committed to continuously building a Hive where all are welcomed, seen, and
heard regardless of age, color, ethnicity, gender, gender identity, genetics, physical or mental
ability, protected veteran status, race, religion and sexual orientation. As a team, we will strive to
create room for different experiences and empower all voices.
About the Role
Our Happiness Guarantee is not a policy. It is our promise — and you will be the person who
keeps it.
As a Tier 1 Customer Happiness Associate, you are the first and most important voice a
Our client customer encounters. You will handle real-time support across Phone, Live Chat, and
Email using enterprise tools including Gladly (our CRM), Shopify Plus, and Loop Returns.
Speed, empathy, and independent judgment are equally required. This is not a scripted role.
What You’ll Be Responsible For
Blended Channel Coverage
Manage a live blended queue across Phone, Chat, and Email simultaneously. Pivot between
channels as volume shifts throughout the shift — no channel is ever left behind. Maintain SLA
across all three even during intraday spikes without supervisor intervention.
Resolution Ownership
Handle order inquiries, shipment tracking, returns via Loop, product questions, and billing issues
end-to-end. The goal is one-touch resolution. Escalate only when genuinely outside Tier 1
scope — not as a shortcut.
Judgment Over Scripts
When no macro exists, use the Happiness Guarantee as your guide. You are expected to make
sound, brand-aligned decisions independently. Exceptional agents here are recognized for
critical thinking, not for following instructions perfectly.
Friction Reporting
Flag recurring customer pain points, broken workflows, or systemic issues to your Team Lead
with enough context to act. You are a source of operational intelligence — not just a ticket
resolver.
Documentation & CRM Hygiene
Log all interactions accurately in Gladly using proper threading and tagging. Clean data enables
your team to identify trends — sloppy documentation creates downstream rework.
What We’ll Love About You
• Independent judgment — Resolves ambiguous situations without waiting for a
supervisor. Knows when to escalate and when to own it.
• Written precision — Writes clearly, warmly, and correctly. Adjusts tone for each
customer. No templated responses that feel copy-pasted.
• Channel agility — Shifts focus fluidly between real-time (phone/chat) and async (email)
without losing quality on either.
• Ownership mentality — Follows a customer issue through to resolution. Does not pass
problems — solves them.
• Calm under pressure — De-escalates frustrated customers with patience and
confidence. Does not absorb the customer’s stress.
• Brand alignment — Genuinely curious about our client's mission. Able to make a
customer feel the brand’s values — not just read about them.
Requirements
Requirement Standard Level
English writing Near-native business writing — grammar,
tone, precision
Required
English verbal Clear, confident, accent-neutral phone
communication
Required
Education Bachelor’s degree or final-year enrollment Required
CX / Contact center 1+ year in a customer-facing role (phone,
chat, or email)
Required
Typing speed Minimum 40 WPM — tested at screening Required
CRM / Helpdesk tools Gladly, Zendesk, Salesforce, or equivalent Required
Blended queue
experience
Handled Phone + Chat + Email concurrently Preferred
eCommerce / DTC
brand
Shopify, Loop Returns, or similar DTC stack Preferred
Google Workspace Gmail, Docs, Sheets, Slides — comfortable
daily use
Preferred
What You’ll Love About Us
• We are a team of smart, interesting, diverse, funny, and loving people.
• We offer competitive compensation, 100% employer paid health, medical and dental
benefits, 401k with match, paid parental leave, snacks, socks and a fun, relaxed office
environment.
• We take the responsibility to make sure you are excited, happy, and find fulfillment in
your work very seriously.
• We value fun. This is why we host office lunches, offsite team outings, and company
retreats.
• We believe in giving back to the community and helping those in need, which is why we
volunteer as a team regularly.
• We believe success comes from the collective effort of all, which is why all full-time
employees receive equity in the business.
• We offer flexible paid time off for all full-time employees. This includes unlimited
vacation, sick days, and wellness days because we understand the value of health,
relaxation, spending time with friends and family, and traveling the world.

Skills

1+ year in a customer-facing role with phone, chat, or email, near-native business writing in English, clear and confident accent-neutral phone communication, and minimum 40 WPM typing speed.

Experience handling Phone, Chat, and Email concurrently, familiarity with Shopify, Loop Returns, or similar DTC stack, and comfortable daily use of Gmail, Docs, Sheets, and Slides.