Customer Experience Specialist

Americanflat; Argentina; Remote; ARS 23,092,000 - 27,660,000; Full time

Benefits offered by this job

Remote work

Exposure to e-commerce operations and

Growth opportunities

Job summary

Americanflat is seeking a proactive customer support specialist to handle order issues across our direct site and marketplaces. You will investigate delivery problems, communicate with customers in a warm, human voice, and coordinate with warehouses and carriers to resolve cases.

You will work with our Zendesk AI agent, review its responses, and contribute to the knowledge base while maintaining strong SLAs and protecting our account health.

Qualifications

• Excellent written English, fluent and adaptable tone.
• 1+ year in customer support, ecommerce operations, or similar.
• Comfortable using spreadsheets for filtering and lookups.
• Investigative mindset; prefers finding facts over guesses.
• Reliable internet and quiet workspace; available during US business hours.

Responsibilities

• Solve order and shipping problems.
• Own a daily queue of customer contacts across email, chat, and marketplace messaging.
• Trace shipments through carrier systems and 3PL warehouses.
• Process replacements, refunds, and reships; file claims.
• Work with AI support agent and improve knowledge base.

Skills

Excellent written English

Customer support

E‑commerce operations

Investigative mindset

Attention to detail

Tools

Zendesk

Gorgias

Shopify

Amazon Seller Central

Walmart Seller Center

Job description

About Americanflat

Americanflat makes wall art, frames, and home décor that people buy to make a room feel like theirs. We sell direct through our own site and through Amazon, Walmart, Target, Michaels, and Macy's, and we ship out of warehouses in the US, Canada, and the Netherlands. Operations is a small, fast team, the person in this seat will get structured onboarding with increasing ownership.

The Role

You are the person a customer reaches when something about their order didn't go the way it should: a frame arrived with a cracked corner, a package says "delivered" but isn't on the porch, a marketplace buyer wants to know where their print is. You investigate what actually happened, fix it, and write back like a human being who cares about the outcome. This is a hands‑on support role with a strong logistics backbone. You'll spend as much time in tracking data, warehouse records, and marketplace dashboards as you do in a reply box. You'll also work alongside our Zendesk AI agent, reviewing what it answers, improving the knowledge base behind it, and handling everything it hands off.

What You'll Do

• Solve order and shipping problems
• Own a daily queue of customer contacts across email, chat, and marketplace messaging
• Own cases through resolution, including warehouse follow-ups and customer updates
• Trace shipments through carrier systems (FedEx, UPS, USPS) and our 3PL warehouses to find out where an order actually is
• Process replacements, refunds, and reships, and file damage and loss claims with the right party
• Work from clear guidelines for approving refunds/replacements and escalating exceptions
• Spot patterns, a SKU that keeps arriving broken, a lane that keeps running late, and elevate them with evidence instead of anecdotes
• Support customers across every channel we sell on
  • Respond to Amazon, Walmart, Target, Michaels, Macy's, and Shopify buyers inside each platform's rules and response‑time windows
  • Protect our account health metrics: response time, defect rate, valid tracking, on‑time delivery
  • Handle returns and A‑to‑z / claim situations before they become account issues
• Work alongside our AI support agent
  • Review AI‑handled conversations and flag answers that missed
  • Verify AI‑generated answers before making customer commitments
  • Write and maintain help center articles so the AI has correct, current material to draw from
  • Help define which issues the AI resolves and which route to a human
  • Bring back what you learn from the queue to make the automation better every month
• Represent the brand in writing
  • Write clear, warm, specific replies, no scripts read aloud, no corporate filler
  • Take ownership when we got it wrong and make it right without making the customer work for it
  • Protect our review ratings and repeat purchase rate through how each conversation ends

What We’re Looking For

Required

• Excellent written English, fluent, natural, and comfortable adjusting tone to the situation
• 1+ year in customer support, e‑commerce operations, or a similar role (or a strong case for why you’ll be great at this without it)
• Comfortable in spreadsheets: filtering, lookups, reading a tracking or order export without help
• Genuinely investigative, you’d rather find out what happened than send a plausible guess
• Reliable internet, a quiet workspace, and availability during US business hours

Nice to have

• Experience with Zendesk, Gorgias, or a similar helpdesk
• Experience with Amazon Seller/Vendor Central, Walmart Seller Center, or Shopify
• Familiarity with carrier tracking, claims processes, or 3PL workflows
• Experience working with AI tools in a support context

How We’ll Measure Success

• First-response and resolution time within channel SLAs
• CSAT and marketplace feedback ratings
• Accuracy, resolution, and follow-through on the cases you handle
• Share of contacts resolved without escalation
• Knowledge base contributions that measurably reduce repeat contacts

What You Get

• Full‑time remote work
• Competitive compensation for your market, paid reliably
• Real exposure to e‑commerce operations, logistics, marketplaces, and AI tooling, at a company where support is treated as an operations discipline, not a cost center
• Room to grow into senior CX, operations, or quality roles as we scale

Salary: starts at 1.5K monthly

Equal Opportunity Employer

Americanflat is an equal opportunity employer. We evaluate applicants on their ability to do the work, and we welcome candidates from every background.