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 escalate 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: response time, defect rate, valid tracking, on-time delivery
- Handle returns and A-to-z / claim situations before they become account issues
Work alongside our AI support agent
- Review AI-handled conversations and flag answers that missed
- Verify AI-generated answers before making customer commitments
- Write and maintain help center articles so the AI has correct, current material to draw from
- Help define which issues the AI resolves and which route to a human
- Bring back what you learn from the queue to make the automation better every month
Represent the brand in writing
- Write clear, warm, specific replies, no scripts read aloud, no corporate filler
- Take ownership when we got it wrong and make it right without making the customer work for it
- Protect our review ratings and repeat purchase rate through how each conversation ends
What We're Looking For
Required
- Excellent written English, fluent, natural, and comfortable adjusting tone to the situation
- 1+ 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 help
- Genuinely investigative, you'd rather find out what happened than send a plausible guess
- Reliable internet, a quiet workspace, and availability during US business hours
Nice to have
- Experience with Zendesk, Gorgias, or a similar helpdesk
- Experience with Amazon Seller/Vendor Central, Walmart Seller Center, or Shopify
- Familiarity with carrier tracking, claims processes, or 3PL workflows
- Experience working with AI tools in a support context
How We'll Measure Success
- First-response and resolution time within channel SLAs
- CSAT and marketplace feedback ratings
- Accuracy, resolution, and follow-through on the cases you handle
- Share of contacts resolved without escalation
- Knowledge base contributions that measurably reduce repeat contacts
What You Get
- Full-time remote work
- Competitive compensation for your market, paid reliably
- Real exposure to e-commerce operations, logistics, marketplaces, and AI tooling, at a company where support is treated as an operations discipline, not a cost center
- Room to grow into senior CX, operations, or quality roles as we scale
Americanflat is an equal opportunity employer. We evaluate applicants on their ability to do the work, and we welcome candidates from every background.
Skills Required
- Excellent written English; fluent, natural, and able to adjust tone to the situation
- At least 1 year of experience in customer support, e-commerce operations, or a similar role, unless the candidate presents a strong equivalent case
- Comfortable using spreadsheets, including filtering, lookups, and reading tracking or order exports
- Investigative approach to resolving customer and order issues
- Reliable internet connection and a quiet workspace
- Availability during US business hours
- Experience with Zendesk, Gorgias, or a similar helpdesk
- Experience with Amazon Seller or Vendor Central, Walmart Seller Center, or Shopify
- Familiarity with carrier tracking, claims processes, or 3PL workflows
- Experience working with AI tools in a support context
What We Do
Welcome to Americanflat, where our mission is to redefine how you experience art in your living space. We specialize in producing stylish, affordable, and exclusively curated wall art designed by some of the most impressive contemporary artists of today. The Origins of Americanflat: Our story begins with Giorgio Piccoli, the Founder and President of Americanflat. Upon moving to New York City, Piccoli faced frustration and disappointment while attempting to decorate his small apartment with art. Confronted with exorbitant prices, he recognized the need for a brand that caters to art lovers, not just investors. This pivotal moment led to the creation of Americanflat—a brand born out of a desire to democratize art and make it accessible to everyone. Our Community of Artists: At Americanflat, we foster a vibrant community of over 150 artists who contribute their creativity to bring the freshest designs to the market. By partnering with artists from around the world, we provide you with a diverse range of styles and options. Every purchase you make supports independent artists, as they receive a portion of each order, ensuring the continuous flourishing of artistic talent. Defying Tradition: As an outsider to the art world, Piccoli had a unique perspective that allowed him to challenge the traditional gallery system. Americanflat's wall art and home décor are meticulously hand-selected, catering to individuals who share a passion for artistic expression. We believe in creating an experience that goes beyond mere decoration; our curated collections are a testament to the art lover in you. Join Us on this Artistic Journey: From all of us at Americanflat, we express our gratitude for exploring our artists and collections. Whether you're looking to transform your living space or find the perfect gift, we invite you to discover the beauty and creativity that our brand brings to your world. Elevate your surroundings with Americanflat!!
