As a Customer Service Agent, you’ll be the front line of iBuyFlowers—supporting our professional customers via chat, email, and phone. You’ll help them track orders, resolve delivery or quality issues, suggest substitutions, and ensure a seamless experience every time they buy.

You’ll collaborate closely with our Farm Support team in Ecuador, who manage claims directly with the farms, while you handle all U.S. customer communication and follow-up.

This role requires strong communication skills, excellent problem-solving ability, and a high sense of urgency—especially during key floral events such as Valentine’s Day, Mother’s Day, and wedding season.

Customer Support & Order Management

• Respond to customer inquiries via chat, email, and phone within SLA standards.
• Assist with order tracking, delivery updates, product details, and substitutions.
• Handle claims and quality concerns from U.S. customers—gather photos, ocumentation, and context for the Farm Support team.
• Coordinate with logistics partners like FedEx to resolve shipment issues quickly.
• Maintain clear, professional, and proactive communication on all open cases.
  
  

Claims & Farm Support Collaboration

• Receive and log all customer claims (quality issues, shortages, damages).
• Document all cases thoroughly with photos and order details.
• Work daily with the Farm Support team in Ecuador, who manage resolutions directly with farms.
• Track progress and ensure customers receive timely updates.
• Flag recurring farm or logistics issues to Operations and Supply Chain.
  
  

Process & Quality

• Keep CRM case notes detailed, tagged, and up to date.
• Contribute ideas to improve claim handling and communication workflows.
• Suggest improvements to reduce recurring issues and clarify expectations.
• Collaborate cross-functionally with Product, Operations, and Supply teams.
  
  

Customer Retention & Problem Solving

• Offer suitable alternatives, substitutions, or credits to retain customers after claims.
• Communicate with empathy, transparency, and professionalism.
• Identify feedback trends to help improve customer satisfaction and service standards.

• 2+ years in customer service (preferably in e-commerce, logistics, or perishable goods).
• Excellent English communication skills (Spanish is a plus).
• Strong organizational and follow-up skills with great attention to detail.
• Ability to stay calm under pressure and manage event-driven peaks.
• Experience with CRMs such as HubSpot, Zendesk, or similar tools.
• A collaborative team player comfortable working across time zones.

• Customer-first mindset: You care deeply about delivering great outcomes.
• Accountability: You own every issue until it’s fully resolved.
• Cross-team collaboration: You work seamlessly with the Ecuador team and internal departments.
• Attention to detail: You understand that small mistakes can have big consequences.
• Proactivity: You identify and act on potential issues before they escalate.

• HubSpot CRM
• Internal order management and logistics systems
• Google Workspace, Slack, VoIP phone system

• U.S. business hours with flexibility for early or late shifts during peak floral seasons.
• Rotational weekends or holidays during key events (e.g., Mother’s Day, Valentine’s Day).
• Occasional travel within the U.S. or to South America.

• Annual salary: $50,000
• Paid time off: 10 PTO days per year + paid holidays
• Remote work setup support
• Opportunity to grow within a dynamic, international scale-up