Customer Happiness Agent

Nathan James · Jun 10th 2019

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About Nathan James:

We are a design-first, home furnishing company focusing on the habits of urban dwellers and first time home buyers. We pride ourselves on the best in class customer happiness, providing the highest possible quality products that are affordable for the masses and assemble easily.

With the current state of technology and the desire for flexibility, we decided to build a remote company. There are no geographic restrictions, which allows us to hire the best in class people. We encourage our team members to have control over their own schedule, that being said, slippers & sweats are mandatory and sitting in traffic is not an option. Time management is super important as we all know how distracting that overflowing laundry basket can be. It would be ideal if you have experience working remotely. We embrace what is best for the company and best for our team - long-term, sustainable, healthy ways to support growth with good people.


A customer happiness agent at Nathan James is not just responsible for answering phone calls, but is actually responsible for the customers well-being during throughout their entire shopping experience. Part of being a Nathan James customer is access to our world class service that is driven by human values, not protocol. The mission of the Customer Happiness Agent is to provide this service to our valued customers as well as to our entire online community.

General Responsibilities

  • Communicate clearly and professionally with customers via phone, email, and chat

  • Accurately document and update records in required systems

  • Process replacement orders by taking into account expenses, shipping time, along with any other customer requests

  • Capture customer comments and feedback regarding products and services


  • Must be available between the time of 9:00 am and 5:00 pm EST

  • 2-3 years of experience working in a customer service/support role

  • Experience working remotely with the ability to manage your time effectively

  • Experience using Freshdesk, Microsoft Excel, and other web-based software

  • Exceptional spoken English, effective written English

  • Can effectively communicate, ask questions, receive feedback, and make decisions

  • Reliable internet connection with 30-40 mbps speed

  • Cheerful personality who can make the best of any situation

  • Strong organizational and planning skills


  • Competitive salary

  • Desk and productivity allowance. (Get what you need to dress up your work space and be productive)

  • Paid health insurance

  • $1,000 stipend after 18 months tenure for bucket list adventure travel.

  • $500 donation to the charity of your choice in your name at the end of each year

  • $500 yearly "continuous improvement stipend for employee education and learning opportunities

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