At Fleur Studios, we create timeless, design-led furniture and homewares centred around materiality, craftsmanship and considered design. How customers experience our pieces online and in-store matters as much as the designs themselves.
We're looking for an experienced Customer Experience Advisor to handle our most complex customer matters and support the day-to-day CX function across online and in-store touchpoints. This is a hands-on role for someone who combines operational rigour with a refined sense of premium service — working closely with our Customer Experience Manager, not running the function solo.
What You'll Be Responsible For
- Handle escalations and complex customer matters with sound judgement.
- Maintain high standards across all communication channels.
- Manage day-to-day workflows in Shopify and Gorgias, and help improve processes, automations and reporting as we scale.
- Support preorder management and inventory communication.
- Deliver a premium,
considered experience for in-person showroom clients, aligned with Fleur Studios' brand.
- Monitor feedback and trends, and flag issues proactively.
- Support loyalty and retention initiatives.
- Liaise with 3PL partners on fulfilment and reverse logistics.
- Document product quality concerns clearly and constructively.
- Process orders, returns and exchanges as needed.
- Maintain expert product knowledge.
About You
- 5+ years' experience in retail or eCommerce customer experience.
- Experience in a mid-size retail business; furniture experience a plus, not essential.
- Solid working knowledge of Shopify and Gorgias.
- Calm, commercially aware, and confident handling high-level issues.
- Highly organised and proactive, with sound judgement on when to escalate versus resolve.