Customer Experience Specialist

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 escalate 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 rep