Customer Experience Coordinator

ABOUT : We’re experts in children’s optical — designing glasses that not only fit growing faces but also empower kids to see clearly and confidently every day. Since launching in 2013, our mission has been to help kids feel great in glasses and prevent avoidable vision loss around the world through our giving initiatives. We offer stylish frames specifically designed for children and for teens and adults. We proudly serve both direct-to-consumer (D2C) families and independent business-to-business (B2B) optical retailers. Jonas Paul is a purpose-driven company based in Grand Rapids, MI, with a tight-knit and collaborative team. We’re entering an exciting period of growth, with new product lines and offerings launching across both existing and emerging segments. As we expand our reach and deepen our impact, this creates significant opportunities for team members to grow with the company—especially those who thrive in fast-paced, mission-driven environments. SUMMARY: We are looking for a compassionate, detail-oriented Customer Experience Coordinator to join our team. This is a service-driven role that blends elements of patient care, customer support, and B2B coordination — ideal for candidates with a passion for helping families and practices through every step of their eyewear journey. You will serve as the first point of contact for both D2C and B2B customers — managing phone calls, emails, chat inquiries, and coordinating orders and service requests. You’ll work closely with patients, families, and independent optical practices, delivering an empathetic, solutions-focused experience that drives customer satisfaction and supports the growth of the business. You’ll also be trained on the details of optical prescriptions, products, and lens options to ensure you can provide accurate and valuable information to every customer. This role reports to our Customer Experience Lead and is part of the Customer Experience Team within our Growth Department — a team that is hyper-focused on delivering exceptional service and fueling the growth of both our D2C and B2B channels. ESSENTIAL FUNCTIONS: Provide empathetic, patient-first service across phone, email, and chat, supporting patients, families, and practices throughout their eyewear journey. Coordinate and process orders accurately from start to finish, ensuring an excellent experience for patients and partners. Manage inbound inquiries and service requests with professionalism and a commitment to resolution. Educate customers and practices on eyewear options, prescriptions, and Jonas Paul products to support informed decisions. Maintain expert knowledge of products, prescriptions, and optical trends through continual learning. Support operational needs across both D2C and B2B channels, with a focus on efficient service and quality outcomes. Identify opportunities to enhance the customer experience, improve satisfaction, and contribute to team growth objectives. Collaborate cross-functionally with team members in Growth, Operations, and Product to ensure seamless customer outcomes. Maintain regular in-office attendance (Grand Rapids HQ), with flexibility for occasional remote work as needed. QUALIFICATIONS AND COMPETENCIES: Positive, team-oriented attitude and passion for helping kids and families see the world better. Compassionate, service-driven communicator — especially skilled at supporting families navigating eyewear decisions for children. General proficiency with digital tools, CRM systems, and online ticketing platforms. Strong written and verbal communication skills, able to communicate clearly and compassionately to a wide range of audiences. Demonstrated ability to work with diverse patient and customer populations and foster an inclusive, supportive environment. Detail-oriented with a focus on accuracy and quality in both communications and order processing. Ability to manage multiple tasks and thrive in a fast-paced, mission-driven environment. Prior optical experience or knowledge is a plus, but not required — we are ready to train a humble, hungry learner on all things optical. Prior experience in sales, customer service, or outreach roles strongly preferred. Candidates with inside sales experience, including those with backgrounds in medical sales or telehealth outreach, are especially encouraged to apply. Organized, self-motivated, and comfortable working both independently and collaboratively. WORKING ENVIRONMENT : This role is based in our Grand Rapids office with flexibility for occasional hybrid work. Close collaboration with a passionate and driven team. Fun, social work environment that includes office events, company-sponsored happy hours, and other team-building activities. COMPENSATION : Hourly: $21/hr Full benefits package including health insurance, PTO, and employee eyewear discounts EEO STATEMENT: Jonas Paul Eyewear provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.