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 owning issues end-to-end and delivering high-empathy, high-impact experiences. This position is fully remote with flexible scheduling options.
What you'll do
Serve 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 with warmth, clarity, and professionalism via email, chat, and occasional phone interactions.
Create memorable “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 future problems.
Identify patterns, share insights, and propose workflow/process improvements to elevate the customer experience.
Maintain high accuracy in communication, documentation, and follow-through.
Requirements
Strong written and verbal communication skills across email, chat, and phone.
High empathy and ability to read between the lines to identify customer needs and root causes.
Creative problem-solving and sound judgment in ambiguous situations.
Self-directed ownership, initiative, and accountability from start to finish.
Ability to stay calm and bring order during emotional or complex customer situations.
Exceptional attention to detail (typos, loose ends, unclear instructions).
Curiosity and willingness to learn operations and technology behind the scenes; openness to feedback.
Conditions
Fully remote role.
Schedules available: full-time, part-time, and evening/weekend-only.
Top-of-market pay (amount not specified).
Benefits package includes health, dental, and 401(k).
Training and mentorship opportunities.
Flexible scheduling to accommodate school, parenting, or other commitments.
Additional perks mentioned include paid holidays, bonuses, team activities, and daily catered lunches (may vary for remote).