At Spoonflower (part of the Shutterfly family of brands) our mission is to empower your vision by helping you discover the perfect design for you and your print on wallpaper, fabric, or home decor. Spoonflower connects independent artists worldwide who create designs with consumers, makers, and interior designers looking for unique designs and products that are right for their projects.
Position Summary
The role of the Customer Advocate is to serve our growing community of wallpaper, fabric and home decor shoppers. At Spoonflower, fostering strong relationships with our customers is at the heart of everything we do and serves as our most valuable marketing tool. We strive to create meaningful and positive connections with our community to drive growth and engagement. As a Customer Support Advocate, you will be responsible for delivering exceptional service, resolving customer inquiries efficiently, and balancing empathetic communication with effective time management.
Essential Position Functions
- Handling individual communications with members of the Spoonflower community via email, live messaging, and phone for Spoonflower.com.
- Providing information about our products, services, and order status.
- Using sound judgment to resolve order-related issues.
- Supporting customers who need assistance uploading and preparing digital images.
- Ability to meet and maintain performance metrics for resolutions, CSAT, and QA.
- Document customer interactions internally for tracking and reporting purposes.
- Resolving issues using good judgement, sensitivity, and quick thinking.
- Providing feedback to Strategy and Management regarding engineering, product, marketing
- and operations teams related challenges.
- Participate in on-going training to maintain up-to-date knowledge of products and policies.
Environmental Conditions
The work environment described here is monitored to maintain a safe working environment for all employees. The duties for the 3PM Customer Support Advocate are performed in a combined office/in-home setting and require:
- The ability to work in an environment with frequent interruptions, changing priorities and conflicting priorities
- The ability to sit for extended periods of time
- Exposure to designs and language that you may consider offensive
- The ability to work Sunday-Thursday
- Communication with customers over the phone as well as in writing
Competencies, Knowledge, Ability, Skills
- Some customer service experience required.
- Proficiency with Excel and Microsoft Suite is required
- Preference of Zendesk experience
- Demonstrated ability to deliver results in a fast-paced environment.
- Prioritizes and plans work activities and uses time efficiently. Has proven ability to efficiently schedule appointments and manage personal time to assure maximum productivity
- Respects the customer in every way by committing to provide the customer with a high-quality product in a timely manner. Communication about and to customers is done with respect.
Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.
This position will accept applications on an ongoing basis until filled.
The compensation package for this role is based on multiple factors, such as job level, responsibilities, location, and candidate experience. The base pay ranges included below are specific to the locations listed, and may not be applicable to other locations.
California : [$41,250-$58,500]
Connecticut and New York: [$41,250-$53,500]
Colorado, Illinois, Minnesota and Washington: [$41,250-$49,500]
Nevada: [$38,750-$53,500]
Maryland and New Jersey: [$44,500-$53,500]
Hawaii : [$38,750 – $46,500]
This position may be eligible for a bonus incentive, health benefits, a 401K program, and other employee perks. More details about our company benefits can be found at https://shutterflyinc.com/benefits/.
This opportunity can be remote, but candidates must reside in a state in which Shutterfly is registered to do business. This includes all US states except District of Columbia, North Dakota, Mississippi, Rhode Island, Vermont, and Wyoming.
