Behind the Scenes of Zazzle Customer Care

The COVID-19 pandemic has brought many changes to our daily lives, and one of the biggest adjustments for Zazzle employees has been the transition to working from home.  Here at Zazzle, our Customer Care team are the dedicated people who respond to your emails, answer your phone calls and direct message with you on Instagram, among many other things.

Fun fact, our Customer Care team members are global!  By having employees in the United States and Ireland, our team can approve orders, answer your questions and provide design assistance at all hours of the day or night. For that reason, you might hear a few different regional accents on the other side of the phone! One other thing you might hear during these unique times- a bit of home noise in the background. As you’ll soon learn, some of our teammates are sharing “office” space with their partner, their pets, their children or all of the above. So, we certainly hope you’ll understand if you hear a bit more background noise than usual if you call our phone lines.  We wanted to take this opportunity to go behind the scenes and share more about our amazing Customer Care teammates. Read on to get to know a few of the friendly Zazzlers on the other side of the phone or email response.

Carey H. – 13 Years in the Customer Care Team – San Jose, CA

With almost 13 years of experience at Zazzle, Carey is truly a legend of the Customer Care team! Despite the sudden adjustment to working at home, he’s enjoyed the ability to spend more time with his family and has taken up walking about the neighborhood with his daughters. He is excited to get back to the office to see all of his co-workers, enjoy the fresh salads every day and to also get back to the gym.

Why do you enjoy your job at Zazzle?

“I love to help people, and Zazzle gives me the ability to ensure all our customers are 100% satisfied with each and every interaction.”

Is there a particular communication that you had with a customer that you’ll always remember?

“I had a customer a few years back who had complications with his apparel order and needed about 50 t-shirts manufactured and received in two days. Our team made sure all the t-shirts were produced and sent one of our team members to Canada to make sure the order arrived for the customer’s big event! The customer was so amazed.”

Taylor S. – 2 Years in the Content Management Team – Reno, NV

Taylor has been with Zazzle for over 2 years, and working from home has been a special treat for her as she brought home an adorable kitten at the beginning of the pandemic! She has now mastered working from her couch while her kitty climbs all over since she’s been at home.

What has surprised you about transitioning to remote work amidst COVID-19?

“The thing that has surprised me the most about working from home due to COVID-19 is how much gas I would be saving from commuting. During the past two months, I only had to fill my tank up once for a record low $25!!!”

Why do you enjoy your job at Zazzle?

“I enjoy my job at Zazzle because our team is so supportive and the content I get to see on a daily basis gives me a smile!”

Firrend N. – 10 Years in the Customer Care Team – San Jose, CA

Firrend is a Zazzle veteran who has 10 years as part of the Customer Care team under his belt. A California native, Firrend is dad to the sweetest almost 3 year old with his wife of 8 years. He’s known around the office for his positive energy and his fandom for ice hockey.

Is there a particular communication that you had with a customer that you’ll always remember?

“Last week I helped get a banner to a customer that was having a honk-and-wave graduation. The banner arrived Saturday afternoon just in time for the event. The customer lived a mile or so away from me and they invited me to participate in the honk-and-wave.”

Have you picked up a new hobby (or many!) since the pandemic began?

“I bought a new home right before the pandemic hit and I moved in about a month ago. I’ve been researching home projects that I want to take care of myself.“

Stefanie P. – 7 Years in the Customer Care Team – Cork, Ireland

Stefanie’s 7-year tenure at Zazzle has come with close friendships with fellow co-workers and customers alike. A few customers have taken such a liking to her and her team that they have been checking in on a weekly basis to make sure she is personally still doing well and is keeping healthy!

What are you most looking forward to doing post-pandemic?

“Seeing my family who all live abroad”

What was your transition to working from home from the office environment like?

“Having my husband at home for a while made things a lot easier for our children! I was able to concentrate on my work and team.”

Jenn M. – 12 Years in the Customer Care Team – Gilroy, CA

Jenn is the fearless and loving leader behind the Customer Care team for Zazzle! With 12 years at Zazzle, she is well-equipped to handle any customer need that comes her way. She is mom to two adorable girls who are very excited to return back to their favorite place on earth, Disneyland, when it’s safe to!

What was your transition to working from home from the office environment like?

“Personally, I was able to quickly get set up working from an office table in my kitchen. It was a little more hectic trying to get all 3 Zazzle offices transitioned to WFH, but we did it!“

What do you miss most about the Zazzle office?

“Interacting with everyone! I want to give a shoutout to all of the Customer Care team – I miss you all!”

Vinnie H. – 3 Years in the Customer Care Team – Reno, NV

Over Vinnie’s 3 years with Zazzle he’s made friendships with co-workers and been an advocate for change while also helping customers understand the ins and outs of copyright when it comes to their orders. He misses being able to talk to his team in real life instead of via email or Slack, although his 3 cats have very much enjoyed having him at home!

What is your favorite Zazzle product, and why?

“Photo plaques! I love these and have made a few for my family and friends. They are a great way to celebrate memories with more than one photo along with a customized message. Plus, they are so versatile!”

What do you miss most about the Zazzle office?

“Not to be a broken record, but the people! I miss seeing everyone, having those water cooler hello’s and small talks; I am such a people person and I miss that element!”

Kieran R. – 4 Years in the Customer Care Team – Cork, Ireland

Kieran’s 4 years with Zazzle have been filled with instances of turning a customer’s situation around. Despite the strange times over the past few months, he and his team have received some wonderful comments and success stories that have kept them all motivated and focused. Outside of work, he’s taken up an old hobby of playing online poker with friends.

What are you most looking forward to doing post-pandemic?

 “Traveling to see my family abroad”

What was your transition to working from home from the office environment like?

“It took a little adjusting, with a 3-year-old and a partner who is 6 months pregnant but we made it work! It was important to allocate time and space for each other but really helped with the work/life balance.”

We hope you enjoyed getting to know a bit more about the behind the scenes of Zazzle and our Customer Care teammates. 

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