Customer Operations Lead

At Jiffy.com, we're obsessed with delivering an effortless, fast, and delightful experience for our customers. Whether they're small business owners, hobbyists, or crafters bringing their creative visions to life, we make sure every interaction is seamless. Our Customer Experience team plays a critical role in identifying pain points, solving issues, and continuously improving the customer journey.

As a Customer Operations Lead, 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 hybrid role offers a mix of in-office collaboration and remote flexibility (3 days in office). Training is conducted in-office to set you up for success, build connections, and immerse you in the Jiffy culture.

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.

Qualifications:

• 4+ years of customer service experience in a fast-paced, high-tech, or automation-driven environment.
• Bachelor’s or Associate's degree in Business Administration, Communications, or a related field (or equivalent experience).
• 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.
• 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.

Why Join Jiffy?

• Be part of a cutting-edge, automation-driven customer service team
• Work on innovative projects that improve efficiency and eliminate manual processes
• Make a real impact by shaping the future of customer experience
• Hybrid work model with in-office training to set you up for success
• Opportunities to grow within the company
• Generous compensation and employer paid benefits
• Annual wellness and professional development Stipend
• Perks of getting lots of clothing!

At Jiffy.com, we believe that customer experience is everything—and we're looking for a leader who is ready to make a difference. As our Customer Experience Lead, you'll have the opportunity to optimize processes, implement meaningful change, and shape the future of customer interactions at Jiffy.

If you love digging into data, solving problems at their core, and driving real impact, we'd love to hear from you.