Customer Experience Partner

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 role requires you to be in the office 5 days a week for a 40-hour work week. Shifts are pulled from a coverage window running 6:00 AM to 12:00AM CT, Monday through Sunday.

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.