Customer Service Advocate

Who We Are

Born from a mission to make prescription eyewear affordable and accessible to everyone, Zenni Optical has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we’ve grown into a global brand with over 51 million pairs of glasses sold — and counting!

Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster Jam, Ghost Gaming, TSM, Major League Pickleball and more. We've also partnered with tastemakers and designers like Chase Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in bold, meaningful ways.

Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™  glasses to our cutting-edge VR Vision Screener, we're constantly exploring new ways to improve vision and enhance lives. For more information, please visit zenni.com/press.

Candidate safety is important to us. Please note that all official communication will only be sent from @zennioptical.com addresses.

About the Role

Customer Support Advocates have a critical role on Zenni’s award-winning Customer Support team. This role supports Zenni’s global customers 24/7/365, through voice, chat, email, SMS and social channels. The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service. This role represents Zenni’s customer-obsessed culture.

Responsibilities:

• Provide an exceptional customer service experience with every interaction via phone, email, chat, SMS, or over social media
• Work closely with other teams including Technology, Product and Site teams to ensure customer feedback is heard, and provide ideas for improvements
• Demonstrate an excellent understanding of our customer base and ensure the tone of the company is in every interaction
• Respond to all customer inquiries promptly regarding order updates, product requests, and resolve all issues
• Demonstrate unparalleled product knowledge and offer exceptional style advice for customers

Basic Qualifications:

• You have excellent verbal and written communication skills
• You have a customer-first mindset with an empathic approach to problem-solving
• You are adaptable to a changing or rotating schedule depending on the company’s needs
• You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed
• You are professional, personable and someone who is willing to adapt to change
• You have a creative mind to create memorable customer service experiences
• You go above and beyond to provide outstanding white glove customer service

Preferred Qualifications:

• Previous optical experience
• Experience with Gladly

Perks & Benefits:

• Healthcare
• Generous PTO in addition to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate 
• 13th Month Pay
• Monthly De Minimis
• Annual Zenni Gift Card - to use towards our products!

We look forward to hearing from you!

We strive to build a diverse team of individuals with a broad range of experience and perspectives. We encourage you to apply even if you don’t feel you meet all the qualifications.

Zenni Optical is an equal opportunity workplace and considers applications without regard to race, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.