Lensa
Customer Happiness Hero (Remote)
Summary
Hello Innovation (promoted via Lensa) is hiring a Customer Happiness Hero to deliver high-empathy customer experiences for a fast-growing eCommerce brand. The role focuses on owning customer issues end-to-end, coordinating with vendors and internal teams, and creating “wow” resolutions during meaningful customer moments.
What you'll do
Serve as the point of contact between customers, the eCommerce platform, and product vendors, keeping communication proactive and clear.
Own customer issues from start to finish by investigating details, coordinating with vendors, and ensuring strong resolutions.
Support customers via email and chat, with occasional phone interactions, using warmth, clarity, and professionalism.
Create memorable “wow” experiences by solving problems creatively and making things right.
Collaborate with operations and vendor partners to troubleshoot issues, keep orders on track, and prevent repeat problems.
Identify patterns, share insights, and propose workflow and customer-experience improvements.
Maintain high accuracy in communication, documentation, and follow-through.
Requirements
Excellent written and verbal communication skills across email, chat, and phone.
Strong empathy and ability to read between the lines to diagnose customer needs.
Creative problem-solving and ability to navigate ambiguity confidently.
High ownership, initiative, and accountability to drive issues to resolution.
Ability to stay calm, organized, and effective in emotionally charged or messy situations.
Exceptional attention to detail (typos, clarity, and completeness).
Curiosity and willingness to learn operations and the technology behind the customer experience; openness to feedback.
Conditions
Fully remote role.
Multiple schedule options: full-time, part-time, and evening/weekend-only.
Benefits mentioned: health, dental, and 401(k).
Additional perks mentioned: flexible scheduling, training and mentorship, paid holidays, bonuses, team activities, and daily catered lunches (perk may be location-dependent).