UrbanStems | Customer Experience TeamLocation: Must be based in Bogotá, ColombiaPosition Type: Full-Time
The Role
As part of our Happiness Team, you'll be the voice customers reach during their most meaningful moments, from a birthday surprise to a message of sympathy.
You'll deliver empathetic, accurate support across every channel, helping ensure each gift arrives exactly as the sender intended, while also supporting the operational side of order fulfillment to keep the customer experience seamless from click to delivery.
Responsibilities
Respond to customer inquiries across email, live chat, and occasional ADA phone tickets with empathy, accuracy, and a customer-first tone
Resolve order, delivery, and product issues in a timely manner, using de-escalation skills to turn frustrated customers into loyal ones
Monitor relevant systems and reports to catch order issues early and resolve them proactively to minimize customer impact
Follow established resolution guidelines when issuing credits and refunds, applying the correct remedy and staying within approved thresholds
Identify and flag inventory, shipping, or delivery issues quickly to the appropriate channels so they can be resolved in a timely manner
Tag tickets accurately and consistently using the established tag taxonomy, ensuring each contact is categorized correctly so reporting and trend analysis stay reliable
Surface recurring customer issues and patterns so cross-functional teams can address root causes, not just symptoms
Work alongside our support tools and automation to handle contacts efficiently and maintain quality
Meet individual efficiency and quality goals,



and contribute to overall Happiness Team performance metrics
Contribute to help center content and customer education materials where needed
Qualifications
Must be proficient in English
1+ years of experience in a customer service or customer care role, ideally in ecommerce, retail, or a high-volume support environment
Demonstrated empathy, patience, and strong written and verbal communication across multiple channels (email, live chat, phone)
Proficiency with Gorgias, CRM tools (Klaviyo), subscription platforms (Loop), Excel, and Google Sheets
Comfortable navigating multiple web-based tools and systems, including order management platforms like Shopify
Impeccable attention to detail and strong organizational skills
Ability to prioritize multiple tasks and adapt quickly in an evolving, fast-paced environment, especially during peak floral holidays such as Valentine's Day and Mother's Day
High school diploma or equivalent required; some college or a Bachelor's degree a plus
What Success Looks Like
Customers receive timely, empathetic, and solution-oriented support
Order issues are caught and resolved before they impact the customer experience
Support queues are handled accurately and efficiently
Cross-functional communication remains clear and action-oriented
The customer experience remains at the center of every decision and interaction
UrbanStems is proud to be an equal opportunity employer.
We value diversity and welcome individuals regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.
#J-*****-Ljbffr

📌 Customer Experience Agent (Bogotá)
🏢 UrbanStems
📍 Bogotá