UrbanStems | Customer Experience TeamLocation: Must be based in Bogotá, ColombiaPosition Type: Full-TimeThe RoleAs 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.ResponsibilitiesRespond to customer inquiries across email, live chat, and occasional ADA phone tickets with empathy, accuracy, and a customer-first toneResolve order, delivery, and product issues in a timely manner, using de-escalation skills to turn frustrated customers into loyal onesMonitor relevant systems and reports to catch order issues early and resolve them proactively to minimize customer impactFollow established resolution guidelines when issuing credits and refunds, applying the correct remedy and staying within approved thresholdsIdentify and flag inventory, shipping, or delivery issues quickly to the appropriate channels so they can be resolved in a timely mannerTag tickets accurately and consistently using the established tag taxonomy, ensuring each contact is categorized correctly so reporting and trend analysis stay reliableSurface recurring customer issues and patterns so cross-functional teams can address root causes, not just symptomsWork alongside our support tools and automation to handle contacts efficiently and maintain qualityMeet individual efficiency and quality goals,



and contribute to overall Happiness Team performance metricsContribute to help center content and customer education materials where neededQualificationsMust be proficient in English1+ years of experience in a customer service or customer care role, ideally in ecommerce, retail, or a high-volume support environmentDemonstrated 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 SheetsComfortable navigating multiple web-based tools and systems, including order management platforms like ShopifyImpeccable attention to detail and strong organizational skillsAbility 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 DayHigh school diploma or equivalent required; some college or a Bachelor's degree a plusWhat Success Looks LikeCustomers receive timely, empathetic, and solution-oriented supportOrder issues are caught and resolved before they impact the customer experienceSupport queues are handled accurately and efficientlyCross-functional communication remains clear and action-orientedThe customer experience remains at the center of every decision and interactionUrbanStems 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