Lensa
Customer Happiness Hero (Remote)
Summary
Hello Innovation (promoted via Lensa) is hiring a Customer Happiness Hero to deliver high-empathy, high-impact customer experiences for a fast-growing eCommerce brand. The role focuses on owning customer issues end-to-end, coordinating with vendors, and turning problems into memorable “wow” outcomes.
What you'll do
Act as the main point of contact between customers, the eCommerce platform, and product vendors to keep communication clear and proactive.
Own customer issues from start to finish by investigating details, coordinating with vendors, and ensuring strong resolutions.
Support customers via email, chat, and occasional phone interactions with warmth, clarity, and professionalism.
Create “wow” experiences by solving problems creatively and making things right when issues arise.
Collaborate with operations and vendor partners to troubleshoot issues, keep orders on track, and reduce repeat problems.
Identify patterns, share insights, and propose workflow/process improvements to elevate customer experience.
Maintain high accuracy in documentation, communication, and follow-through.
Requirements
Excellent written and verbal communication skills (email, chat, and occasional phone).
Strong empathy and ability to read between the lines to identify the real customer need.
Creative problem-solving and comfort navigating ambiguity.
Self-directed ownership, follow-through, and accountability.
Strong organization and ability to bring order to chaotic or emotional situations.
High attention to detail (typos, loose ends, unclear instructions).
Growth mindset: receptive to feedback and eager to learn operations/technology behind the scenes.
Conditions
Fully remote role.
Multiple schedule options: full-time, part-time, and evening/weekend-only.
Benefits package mentioned: health, dental, and 401(k).
Flexible scheduling.
Training and mentorship opportunities.
Additional perks listed: paid holidays, bonuses, team activities; posting also mentions daily catered lunches (may apply to on-site team activities).