Post Sales Customer Experience Specialist

About the role

FiftyFlowers is looking for a Post‑Sales Customer Experience Specialist to champion the post‑purchase journey. You will act as the primary advocate for customers after they buy, turning delivery delays, quality issues, and other challenges into opportunities for loyalty.

Key responsibilities

• Handle 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 execute recovery strategies to boost retention and repeat purchases.
• Conduct root‑cause analysis of recurring issues and document findings for internal teams.
• Maintain accurate records, meet response‑time, resolution‑time, and CSAT targets, and support CX department projects.

Required profile

• Calm under pressure and able to handle emotionally charged situations professionally.
• Ownership mindset – solves problems rather than passing them on.
• Highly organized, detail‑oriented, and balances empathy with business judgment.
• Effective cross‑functional collaborator thriving in a fast‑paced e‑commerce environment.

Required skills

• Native or near‑native English proficiency.
• Experience with CRM and ticketing platforms.
• Familiarity with Gorgias.
• Familiarity with Shopify.

What we offer

• Salary commensurate with experience.
• Full‑time schedule, Monday‑Friday with occasional Saturday hours.