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.

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📌 Customer Experience Agent (Bogotá)
🏢 UrbanStems
📍 Bogotá