About AmericanflatAmericanflat 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 RoleYou 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 DoSolve order and shipping problemsOwn a daily queue of customer contacts across email, chat, and marketplace messagingOwn cases through resolution, including warehouse follow-ups and customer updatesTrace shipments through carrier systems (FedEx, UPS, USPS) and our 3PL warehouses to find out where an order actually isProcess replacements, refunds, and reships, and file damage and loss claims with the right partyWork from clear guidelines for approving refunds/replacements and escalating exceptionsSpot patterns,



a SKU that keeps arriving broken, a lane that keeps running late, and elevate them with evidence instead of anecdotesSupport customers across every channel we sell onRespond to Amazon, Walmart, Target, Michaels, Macy's, and Shopify buyers inside each platform's rules and response‐time windowsProtect our account health metrics: response time, defect rate, valid tracking, on‐time deliveryHandle returns and A‐to‐z / claim situations before they become account issuesWork alongside our AI support agentReview AI‐handled conversations and flag answers that missedVerify AI‐generated answers before making customer commitmentsWrite and maintain help center articles so the AI has correct, current material to draw fromHelp define which issues the AI resolves and which route to a humanBring back what you learn from the queue to make the automation better every monthRepresent the brand in writingWrite clear, warm, specific replies, no scripts read aloud, no corporate fillerTake ownership when we got it wrong and make it right without making the customer work for itProtect our review ratings and repeat purchase rate through how each conversation endsWhat We're Looking ForRequiredExcellent written English, fluent, natural,



and comfortable adjusting tone to the situation1+ 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 helpGenuinely investigative, you'd rather find out what happened than send a plausible guessReliable internet, a quiet workspace, and availability during US business hoursNice to haveExperience with Zendesk, Gorgias, or a similar helpdeskExperience with Amazon Seller/Vendor Central, Walmart Seller Center, or ShopifyFamiliarity with carrier tracking, claims processes, or 3PL workflowsExperience working with AI tools in a support contextHow We'll Measure SuccessFirst-response and resolution time within channel SLAsCSAT and marketplace feedback ratingsAccuracy, resolution, and follow-through on the cases you handleShare of contacts resolved without escalationKnowledge base contributions that measurably reduce repeat contactsWhat You GetFull‐time remote workCompetitive compensation for your market, paid reliablyReal exposure to e‐commerce operations, logistics, marketplaces, and AI tooling, at a company where support is treated as an operations discipline, not a cost centerRoom to grow into senior CX, operations, or quality roles as we scaleSalary: starts at 1.5K monthlyEqual Opportunity EmployerAmericanflat is an equal opportunity employer.
We evaluate applicants on their ability to do the work, and we welcome candidates from every background.
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📌 Customer Experience Specialist (La Pampa)
🏢 Americanflat
📍 La Pampa