Post-Sales Customer Experience Specialist

About the role

As a Post-Sales Customer Experience Specialist at FiftyFlowers, you will be the primary advocate for customers after they place an order. You will handle delivery delays, quality issues, substitutions, damaged product claims, and time‑critical events with urgency, empathy, and accountability, turning challenges into long‑term loyalty.

Key responsibilities

• Respond to post‑order inquiries via phone, email, chat, and ticketing systems.
• Resolve delivery, carrier, quality, substitution, and order discrepancy issues from start to finish.
• Investigate claims and coordinate with Shipping, Buying, Product Development, Operations, and Sales to reach swift resolutions.
• Escalate high‑risk cases while maintaining customer confidence and adhering to company policies.
• Identify at‑risk customers and implement recovery strategies to boost retention and repeat purchases.
• Document recurring issues, perform root‑cause analysis, and propose process improvements.
• Maintain accurate records and meet CSAT, response‑time, and resolution‑time targets.

Required profile

• Native or near‑native English proficiency with strong understanding of U.S. customer expectations.
• 3+ years of experience in customer service or customer experience, preferably in e‑commerce.
• Calm under pressure, ownership mindset, and detail‑oriented.
• Ability to collaborate across functions in a fast‑paced environment.

Required skills

• Experience with CRM and customer support platforms.
• Familiarity with Gorgias.
• Familiarity with Shopify.

What we offer

• Competitive salary commensurate with experience.
• Full‑time schedule, Monday‑Friday with occasional Saturday hours.
• Opportunities to influence product and operational improvements.