Lensa
Customer Happiness Hero (Remote)
Summary
Hello Innovation is a parent company with a growing portfolio of businesses focused on meaningful innovation. The Customer Happiness Hero supports an eCommerce brand by owning customer issues end-to-end and delivering high-empathy, high-impact “wow” experiences. This role focuses on resolving meaningful customer moments through proactive communication and creative problem-solving.
What you'll do
Act as the point of contact between customers, the eCommerce platform, and product vendors to keep communication clear and proactive.
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 communication, documentation, and follow-through.
Requirements
Strong written and verbal communication skills with the ability to adjust tone for comfort and clarity.
High emotional intelligence; ability to read between the lines and identify root issues.
Creative, resourceful problem-solving and comfort operating with ambiguity.
Self-directed ownership and follow-through; ability to work without close supervision.
Human-centered, empathetic approach to customer care and de-escalation.
Exceptional attention to detail and accuracy.
Strong learning mindset; openness to feedback and curiosity about operations/technology behind the scenes.
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.