• Job Description

  Req#: REQ6839

  Overview:

  • Workstyle: Remote

  • Reports to: Satisfaction Associate Manager

  • Travel Expectations: Minimal travel; will be determined by business needs and may include occasional trips for key meetings, collaboration opportunities, or area-connected events.

  What we’re looking for:

  • Customer Service Excellence: Proven track record of delivering outstanding customer service, fostering positive customer relationships, and enhancing overall customer experience.

  • Strong Communication Skills: Exceptional verbal and written communication skills to articulate ideas clearly, provide constructive feedback, and effectively engage with team members and customers.

  • Problem-Solving & Collaboration Skills: Proficient in identifying service concerns, proposing creative solutions, and proactively resolving issues to enhance customer satisfaction and empowering team members to tackle challenges together rather than just directing their efforts.

  • Resilience and Flexibility: A positive attitude and adaptability in high-pressure situations, demonstrating the ability to pivot as priorities shift within the team.

  • Curiosity and Enthusiasm: An eagerness to understand the diverse needs and backgrounds of our customers and team members, contributing to a culture of inclusivity and understanding.

  What you’ll do:

  • Deliver accurate, efficient, and thoughtful support to Typical Care customers across channels (email, chat, phone), ensuring every interaction meets or exceeds quality standards.

  • Communicate clearly, professionally, and empathetically, tailoring your tone to the situation and anticipating customer needs to minimize back-and-forth.

  • Resolve order issues with precision, investigating and correcting errors to ensure a seamless customer experience.

  • Propose creative solutions that support the unique needs of each customer, thinking beyond the transaction to deliver real value.

  • Collaborate with teammates by sharing helpful insights, asking thoughtful questions, and contributing to team success, especially during high-volume periods.

  • Take ownership of performance by engaging with Circuit, Externals, LevelAI, and accompanying metrics to understand personal development opportunities.

  • Actively seek and apply feedback to improve your work, viewing mistakes as learning opportunities and striving for continuous personal improvement.

  • Uphold company values by practicing empathy, accountability, and innovation in every interaction—with customers, teammates, and internal partners.

  How you’ll be measured:

  • Quality of Work: Demonstrates high level of accuracy and attention to detail that reflects strong product and policy knowledge within order processing and executing solutions.

  • Quality of Communication: Demonstrates empathy, active listening, and an ability to de-escalate when navigating order issues, providing positive customer experiences that inspire retention through expertise.

  • Collaboration & Influence: Build strong cross-functional relationships, effectively represent the Satisfaction Service team, and contribute to a unified approach to achieving company objectives.

  How you’ll make a difference:

  • As a Satisfaction Service Advisor, you’ll be the voice of our brand and a trusted partner to our Typical Care customers. By delivering accurate, thoughtful, and timely support, you’ll help build strong relationships that inspire loyalty and trust. Your ability to thoroughly investigate issues, communicate clearly, and propose creative solutions will ensure every customer feels heard, valued, and supported. Through close collaboration with customers and internal teams, you’ll play a direct role in the success of the business—helping customers navigate challenges and receive top level service. In this role, your work matters. Every interaction is an opportunity to strengthen connections, improve outcomes, and drive meaningful results.

  Cover letters are preferred (not required), Custom Ink values individuality, so use your judgment and write to us in your own voice.

  CustomInk, LLC (""Custom Ink"") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.

  
  Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please click here.

  
  Custom Ink will only consider applicants who reside in states where it is registered to do business as an employer. We are currently not registered in the following states: AK, AR, CT, HI, ID, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, ND, NH, NM, OK, RI, SD, UT, VT, WV, WY.

• About the company

  Custom Ink is an American online retail company headquartered in Fairfax, Virginia that makes custom clothing and other items such as T-shirts, sweatshirts, bags, and tech accessories.

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