Customer Experience Partner

About the role

We're Jiffy! We launched over a decade ago with a simple mission: use technology to combine an unparalleled level of customer service with the fastest delivery in the blank apparel, direct-to-film transfer, and custom apparel industry. We're more than a T-Shirt company; we're a support system for the creator economy, the home hobbyist, the small business owner, and more.

Today, we help millions of small businesses and customers build their vision from scratch! We are bootstrapped and profitable, no VC playbook, no burn-rate math, which means customer service here is a growth engine and a competitive advantage, not a cost center.

As a Customer Experience Partner, you'll go beyond just advocating for customers, you'll be a problem solver, process optimizer, and data-driven decision-maker. This role is all about identifying friction points, analyzing root causes, and driving meaningful improvements across customer service operations and the broader customer journey. You'll collaborate with cross-functional teams, dive deep into data, and implement process changes that make a measurable impact on customer satisfaction, efficiency, and retention.

This onsite role requires you to be in the office 5 days a week for a 40-hour work week. New hires are scheduled on our late/weekend shift, with start times of 11:00 AM CST or later, and weekends included. Our full coverage window runs 6:00 AM to 12:00 AM CST, Monday through Sunday, and shift assignments may change based on business needs and performance.

Key Responsibilities

• Be a Customer Advocate & Problem-Solver: Handle inquiries via phone, email, or chat with urgency and precision, ensuring every interaction is customer-first and solution-driven.
• Diagnose and Troubleshoot Like a Pro: Use critical thinking and technical insight to identify challenges, uncover root causes, and deploy effective solutions.
• Leverage Technology to Drive Automation: Identify repetitive manual tasks and recommend automation strategies to streamline workflows and eliminate inefficiencies.
• Think Ahead & Improve the Experience: Spot trends in customer issues and proactively create solutions that enhance the overall support experience, reducing future contacts.
• Master Multiple Platforms & Data Tools: Navigate multiple applications (Zendesk, CRM, order management systems) with ease, ensuring accurate documentation and data-driven decision-making.
• Collaborate & Innovate: Share insights with product, engineering, and operations teams to improve processes and remove friction driving faster, smarter service.

Basic Qualifications

• Bachelor's degree required
• Proven problem-solving skills, with experience in troubleshooting, root cause analysis, and process optimization.
• Strong technology acumen, with experience using CRM systems (Zendesk preferred), automation tools, and workflow management platforms.
• Ability to pass a pre-employment background screening.
• Obsessed with Customer Experience: You go beyond just answering questions, you see every challenge as an opportunity to eliminate pain points, create efficiencies, and improve processes.
• Tech-Savvy & Automation-Focused: You think like an innovator, leveraging AI, automation, and workflow optimizations to streamline service and improve speed to resolution.
• A Natural Problem-Solver: You analyze, troubleshoot, and resolve complex issues with efficiency and accuracy. You're resourceful, adaptable, and relentless in finding the best solutions.
• Multitasking & Prioritization Expert: You seamlessly manage multiple channels (phone, chat, email) while ensuring no customer is left behind.
• Sharp Attention to Detail: You document issues, track resolutions, and anticipate future needs with a data-driven approach (CSAT, ticket solves and touches, phone, chat handling).
• Agile & Resilient: You thrive in fast-paced, ever-evolving environments and are comfortable with change, shifting priorities, and new technologies.
• Passionate About Helping Creators: You understand the unique needs of crafters, small business owners, and hobbyists, and you're excited to help them bring their visions to life.

Preferred Qualifications

• 2-4+ years of customer service experience in a fast-paced, high-tech, or automation-driven environment, preferred.
• Experience or familiarity with digital imaging or editing
• Comfortable with spreadsheets/basic data tools (Excel, Google Suite products)
• Experience with e-commerce platforms

Benefits & Perks

• The base compensation for this role is expected to range from $60,000 - $70,000 plus an annual bonus. Actual compensation will be based on a variety of factors, including skills, experience, qualifications, work location, and overall fit for the role.
• Total compensation may include base salary, performance-based bonuses, equity, and benefits. Final offers are tailored to each candidate and take into consideration their background and years of experience.

• Retirement Planning: 401(k)
• Wellness Support: Annual wellness benefits to help you stay healthy and balanced.
• Tools for Success: Choice of MacBook or PC laptop, plus equipment for your onsite setup.
• Perks & Extras: Annual credit of $200 to use on our website plus more team merch drops than you will know what to do with!
• Professional Development: Annual stipend to support your learning and career growth.