Lensa
Customer Happiness Hero (Remote)
Summary
Hello Innovation is a parent company with a growing portfolio of businesses focused on meaningful innovation and building products that impact millions. The Customer Happiness Hero role supports customers for a fast-growing eCommerce brand by resolving issues end-to-end and creating memorable “wow” experiences. This position is fully remote with multiple schedule options.
What you'll do
Act as the main point of contact between customers, the eCommerce platform, and product vendors to keep communication proactive and clear.
Own customer issues from start to finish by investigating details, coordinating with vendors, and ensuring complete resolution.
Communicate professionally and empathetically via email, chat, and occasional phone interactions.
Create “wow” moments by solving problems creatively and making things right for customers.
Collaborate with operations and vendor partners to troubleshoot issues, keep orders on track, and prevent future problems.
Identify patterns, share insights, and propose workflow and customer experience improvements.
Maintain high accuracy in documentation, written communication, and follow-through.
Requirements
Strong written and verbal communication skills with the ability to adapt tone (warm, direct, clear) to customer needs.
High emotional intelligence; ability to read between the lines and identify root issues.
Creative, resourceful problem-solving and comfort navigating ambiguity.
Strong ownership and self-direction; able to take initiative and follow through without close supervision.
Detail-oriented with excellent accuracy and proofreading habits.
Curiosity and willingness to learn operations and the technology behind an eCommerce business; open to feedback.
Ability to stay calm and bring order in stressful or emotionally charged situations.
Conditions
Fully remote role.
Schedules available: full-time, part-time, and evening/weekend-only.
Benefits package includes health, dental, and 401(k).
Training and mentorship opportunities.
Flexible scheduling.
Additional perks mentioned include paid holidays, bonuses, team activities, and daily catered lunches.