Customer Experience Executive
Description
Floom is a VC-backed start-up on a mission to become the first end-to-end full florist management software company. Since launching in 2016, we've been voted in the top 100 UK startups three years in a row. We're dedicated to creating lasting relationships with florists across the UK and US, whilst taking orders from loyal customers in 114 different countries. Today we give florists the tools to create and deliver beautifully crafted bouquets on behalf of our customers. They’re hand-made and hand-delivered with the Floom seal of approval on behalf of the likes of the Kardashians, Kate Moss and more.
Floom is looking for an empathetic problem solver to help us provide best-in-class customer service. You'll also collaborate cross-functionally with the Floom team in the UK to proactively anticipate and meet our customers' needs. You'll be working in a fast-paced, digitally focused team which strives to put our customers first and constantly find new ways to improve the customer journey.
What you’ll be doing:
- Creating exceptional experiences across all channels (email, live chat and phone to name a few) for B2B & B2C
- Be a trusted advisor to our florist community supporting them with order fulfilment, shop management, product curation and wholesale
- Creatively problem-solving, going above and beyond to create customer excitement and loyalty
- Champion the voice of our customers in cross-departmental projects, generating insight for potential improvements to our product and processes
What will make you stand out from the crowd
- You’re able to put yourself in the customer’s shoes to effectively diffuse escalated situations and positively influence our customer experience
- You are solution-oriented, know how to read people, and can think creatively to achieve win-win outcomes
- You are comfortable with technology and learning new software relevant to your role (SAAS experience desirable)
- You have a strong interest in e-commerce and support Floom’s mission to be a lifelong brand for florists and customers alike
Requirements
- 1+ years experience in an online Customer Support or related role (Zendesk experience preferred)
- Availability between 9 am -7 pm (shifts vary), shifts inclusive of weekends on a rotational basis (minimum 18 hours a week required) - Contract role
- Be flexible with working hours to accommodate business needs during peak seasons
- Please note this is a remote-first position
Benefits
- Amazing opportunities for career progression: we are doing big things, and this means big opportunities for you to shine and rise up the ranks.
- Flexibility with remote and shift-based work.
- Discount on floom.com: we love the art our florists create, and we use them ourselves to gift wonderful bouquets to our loved ones.
Applications close 6pm Thursday April 28th
- Initial phone interview with our Customer Support Team Lead
- Final interview with our Marketplace Operations Manager