Customer Happiness Associate

est

ASAP

Summary

We’re looking for a customer-focused, empathetic, and detail-oriented Tier 1 Customer Happiness Associate to deliver exceptional customer support across phone, live chat, and email. In this role, you’ll be the first point of contact for customers, taking ownership of their inquiries and ensuring every interaction reflects the brand’s commitment to outstanding service.

You’ll handle order inquiries, shipping issues, returns, product questions, and billing concerns while managing multiple communication channels in a fast-paced environment. The ideal candidate combines strong communication skills with independent judgment, problem-solving abilities, and a genuine commitment to resolving customer issues efficiently. This role requires someone who can work confidently without relying on scripts, adapt to changing priorities, and deliver personalized support while maintaining high service standards.

Responsibilities

• Manage customer inquiries across phone, live chat, and email simultaneously, adapting to changing volumes while maintaining response times and service-level agreements (SLAs).
• Resolve customer issues related to orders, shipping and tracking, returns, product information, and billing from initial contact through resolution.
• Deliver personalized, empathetic, and brand-aligned support while exercising independent judgment to determine the best solution for each customer.
• Handle customer concerns and de-escalate challenging situations professionally, demonstrating patience, active listening, and strong problem-solving skills.
• Use CRM and helpdesk tools to document customer interactions accurately, maintain proper ticket tagging and conversation history, and ensure reliable records.
• Identify recurring customer pain points, workflow inefficiencies, and operational issues, communicating actionable feedback to team leads.
• Maintain consistent service quality and productivity across all communication channels, even during periods of high demand.
• Follow established customer service guidelines while identifying opportunities to improve the customer experience through thoughtful, independent decision-making.
• Escalate complex issues appropriately while maintaining ownership of customer concerns within the scope of the role.
• Support a positive customer experience by demonstrating empathy, attention to detail, and a commitment to resolving issues efficiently.

• At least 1 year of experience in a customer-facing role, handling inquiries through phone, live chat, email, or a combination of channels.
• Near-native English writing skills, including excellent grammar, spelling, tone, and written communication.
• Clear, confident, and professional spoken English, with strong phone communication skills.
• Minimum typing speed of 40 words per minute (WPM), subject to verification during screening.
• Experience using CRM platforms or customer support tools such as Gladly, Zendesk, Salesforce, or equivalent systems.
• Strong problem-solving skills and the ability to make sound decisions independently without relying on scripts or constant supervisor guidance.
• Excellent multitasking and prioritization skills, with the ability to manage competing demands while maintaining accuracy and service quality.
• A strong ownership mentality, following customer issues through to resolution rather than unnecessarily transferring responsibility.
• Ability to remain calm under pressure and handle frustrated customers with empathy and professionalism.
• High attention to detail when documenting interactions, managing customer information, and following established processes.
• Bachelor’s degree or current enrollment in the final year of a bachelor’s degree program.

• Experience managing phone, live chat, and email queues concurrently in a blended customer support environment.
• Previous experience supporting direct-to-consumer (DTC), e-commerce, or retail brands.
• Familiarity with Shopify or Shopify Plus for order management and customer support.
• Experience using Loop Returns or similar returns management platforms.
• Experience working with customer service SLAs, ticketing systems, and quality assurance standards.
• Familiarity with Google Workspace, including Gmail, Google Docs, Google Sheets, and Google Slides.
• Experience identifying recurring customer issues and providing feedback to improve internal processes.
• Genuine interest in delivering customer experiences that reflect a brand’s values and commitment to customer satisfaction.

• Gladly: Customer relationship management, conversation management, and customer support operations.
• Shopify Plus: E-commerce order management, product information, and customer order inquiries.
• Loop Returns: Returns and exchange management.
• Zendesk / Salesforce: Customer support, CRM, ticket management, and interaction tracking.
• Google Workspace: Gmail, Google Docs, Google Sheets, and Google Slides.