Customer Operations Representative

Customer Operations Representative

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 Representative, you'll go beyond just advocating for customersyou'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 frictiondriving faster, smarter service.