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. The Customer Happiness Hero role supports customers in high-impact moments by owning issues end-to-end and delivering creative “wow” resolutions across digital channels.
What you'll do
Serve as the point of contact between customers, the eCommerce platform, and product vendors, keeping communication clear and proactive.
Own customer issues end-to-end by investigating details, coordinating with vendors, and ensuring full resolution.
Communicate professionally with warmth and clarity via email, chat, and occasional phone interactions.
Create “wow” experiences 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 repeat problems.
Identify patterns, share insights, and propose workflow/process improvements to elevate the customer experience.
Maintain high accuracy and attention to detail in communication, documentation, and follow-through.
Requirements
Strong written and verbal communication skills (email, chat, and phone).
High empathy and ability to read between the lines to understand customer needs and emotions.
Creative problem-solving and ability to handle ambiguity confidently.
Self-directed ownership, initiative, and accountability to drive issues to completion.
Ability to bring calm and structure in stressful or emotionally charged situations.
Exceptional attention to detail (typos, loose ends, unclear instructions).
Strong learning mindset; open to feedback and interested in how operations/technology work behind the scenes.
Conditions
Fully remote role.
Multiple schedule options available: full-time, part-time, and evening/weekend-only.
Benefits mentioned: health, dental, and 401(k).
Flexible scheduling.
Training and mentorship opportunities.
Additional perks mentioned: paid holidays, bonuses, team activities; posting also lists daily catered lunches (may apply to in-person contexts).