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: resp

📌 Customer Experience Specialist (Argentina)
🏢 Americanflat
📍 Argentina