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Customer Experience Manager
New York, NY

About the Role

Frame.com is a new and growing fast-paced, innovative online custom framing startup based in New York City. We are revolutionizing the custom framing experience by combining it with the ease of online ordering, affordable pricing, and a fine selection of custom-made frames that will be delivered to the customer's door.

Frame.com is seeking a Customer Experience Manager to help us deliver world-class service ensuring each customer's framing experience is flawless from order to delivery. Customer service will involve responding to customer concerns as they arise and will involve some real-time customer service in form of live chatting. Though most of the work will involve customer service, there will be some marketing efforts undertaken by this position. Experience in ecommerce customer service with a knack for design and some online marketing is what we are seeking here.

This is a full-time position. We need applicants to start immediately.

Job Responsibilities

  • Offer world-class email, phone and web support to customers with a high regard for individual attention and thoughtful conversation
  • Provide design consultations when customers seek advice about our product
  • Facilitate valuable customer relationship management (CRM) by applying excellent listening, oral and communication skills and creative engagement ideas.
  • Answer questions and troubleshoot issues
  • Solve difficult customer situations creatively and efficiently by utilizing empathy and probing-techniques to identify challenges and overcome objections
  • Use sound and swift judgment in dealing with customer inquiries
  • Employ a mastery of internal web tools from payment portals to email suites
  • Be able to work within a highly organized production schedule with an ability to improvise and adapt.

Qualifications

  • 1-2 years of success in a customer service, retail, or hospitality role
  • Bachelors Degree in marketing, communication or other relevant field
  • An engaging personality with strong interpersonal, oral and written communication skills
  • Familiarity with browser-based tools
  • Great time-management and organizational skills with a high attention to detail
  • An independent critical thinker with outstanding problem-solving skills
  • Happy to multi-task across multiple communication platforms
  • Desire to create and improve best practices
  • Adobe Photoshop and InDesign skills a plus
  • Willingness to work flexible hours, changing shifts, evenings, and weekends.

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