Customer Service Associate

Who We Are

As one of the fastest-growing on-the-go drinkware companies in America, we’ve got a reputation for doing great things. Our vision is simple - bring delight to eating and drinking.

Delight is different to everyone. Whether it’s the perfect cup of coffee, or a water bottle that helps you crush your workout, our mission is to make it look great, function perfectly and cost less than you’d expect.

Delivering on this promise takes extraordinary efforts and exceptional people. Through our teams’ ingenuity and grit, we’ve created a place where the best ideas win, and they can come from anyone. Our culture combines the scrappy spirit of a startup with the perks of a market leader.

We believe the right way to design products starts and ends with two key ingredients: process + people. Process is the path that takes us from ideas to products that are on brand, on time and on budget. People are the secret sauce that adds ingenuity every step of the way. 

Together, we navigate each day with optimism, curiosity, a healthy sense of humor and a strong allergy to the word “no.” This desire for better, coupled with a deep understanding of consumers’ daily lives, gets us to meaningful delight.

About the Role

Join our fast-paced customer experience team and be the hero our customers rely on! You'll provide top-tier support resolving issues, offering expert product advice, and ensuring every interaction leaves a lasting positive impression. Collaborate across teams, track trends, and help shape our products and processes to create an even better customer experience every day! The typical working hours for this role will be Monday - Friday from 10:30 - 6:00, but flexibility may be required based on business needs.

What You’ll Do

• Contribute to day-to-day customer service ticket resolutions, using email, chat, and social media support to rapidly resolve issues and deliver outstanding customer support 
• Collaborate with cross functional teams to ensure customer questions are fully resolved
• Answer product questions, give sizing advice, manage exchanges and returns, and help track down packages
• Assist in managing replacement product inventory and damaged/faulty product returns for evaluation
• Partner with UXDA function to provide meaningful customer insights and metrics for continuous improvement of our products
• Identify and suggest improvements to FAQs, automated responses, or chatbot workflows to enhance customer experience
• Monitor customer sentiment and escalate recurring issues or trends to internal teams
• Help document common customer issues and resolutions for internal and external use
• Maintain a professional and friendly tone that aligns with our brand identity across all customer interactions
• Additional ad hoc duties as assigned

Who You Are

• 1+ years experience in a customer facing role, ideally in a consumer goods, hospitality, or other front office environment
• Strong communication skills with an ability to convey empathy, clarity, and problem-solving confidence in written and verbal interactions
• Comfortable using customer support software (Gorgias preferred) and open to learning new tools
• Proven experience working in a fast paced environment with large ticket support volume daily
• Ability to track, prioritize, and manage multiple customer inquiries efficiently
• Enthusiasm for learning and professional growth within a dynamic environment
• Ability to embrace transparency and adapt to shifting priorities while learning from each decision and maintaining focus on progress

Benefits at Leapfrog

• 15 days Paid Time Off your first year, and an additional day each year thereafter (up to 25 days), as well as company paid sick days, holidays and parental leave options
• Medical, dental, and vision insurance as well as commuter benefits and additional voluntary benefits
• Annual bonus payouts for all salaried employees, and up to a 5% 401k match with no vesting period
• Summer Fridays - from Memorial Day to Labor Day enjoy half days every Friday

Learn more about life at Leapfro