Lensa
Customer Happiness Hero (Remote)
Summary
Hello Innovation is building a portfolio of businesses focused on meaningful innovation and operates a fast-growing eCommerce brand that touches millions. The Customer Happiness Hero supports customers in high-impact moments, owning issues end-to-end and delivering "wow" experiences through thoughtful problem solving and clear communication.
What you'll do
Serve as the point of contact between customers, the eCommerce platform, and product vendors while keeping communication clear and proactive.
Own customer issues end-to-end by investigating details, coordinating with vendors, and ensuring strong resolutions.
Communicate with warmth, clarity, and professionalism via email, chat, and occasional phone interactions.
Deliver "wow" moments by solving problems creatively and turning challenges into meaningful experiences.
Collaborate with operations and vendor partners to troubleshoot issues, keep orders on track, and prevent future problems.
Spot patterns, share insights, and propose workflow/process improvements to elevate the customer experience.
Maintain high accuracy and attention to detail in documentation, communication, and follow-through.
Requirements
Excellent written and verbal communication skills across email, chat, and phone.
Strong empathy and emotional intelligence; ability to read between the lines and stay calm in tense situations.
Creative, resourceful problem-solving and comfort with ambiguity.
High ownership, initiative, and accountability; ability to manage tasks without close supervision.
Strong attention to detail and accuracy.
Curiosity and willingness to learn operations and technology behind the scenes; openness to feedback.
Conditions
Fully remote role.
Multiple schedule options: full-time, part-time, and evening/weekend-only.
Benefits package mentioned: health, dental, and 401(k).
Additional perks mentioned: training and mentorship opportunities, flexible scheduling, paid holidays, bonuses, team activities, and daily catered lunches.