Customer Success Representative (US Based e-commerce floral company)

Work Arrangement: Fully remote, overlapping PST working hours

Job Type: Full-time

Salary Range: Competitive, based on experience

Work Schedule: 40 hours per week, Monday – Friday, 9 AM – 6 PM PST (with flexibility for peak seasons and special event coverage)

Locations: Remote

About Pearl Talent:

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Why Work with Us?

We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community oriented opportunities like an annual retreat.

About the Company:

A US-based floral design company renowned for crafting exquisite arrangements that elevate moments into lasting memories. Whether for intimate celebrations, luxury weddings, corporate events, or our thousands of weekly deliveries, our expert designers ensure that every creation embodies beauty, artistry, and emotion. We pride ourselves on exceptional service, attention to detail, and a seamless customer experience that fosters lasting relationships.

Role Overview:

The Customer Success Representative will be responsible for ensuring seamless customer interactions, managing orders, and fostering strong client relationships. Key responsibilities include:

Customer Relationship Management:

• Serve as the primary point of contact for customer inquiries via phone, email, and chat.
• Build rapport with clients, providing personalized recommendations for floral arrangements.
• Proactively follow up with customers to ensure satisfaction and gather feedback.

Order Management & Coordination:

• Process online and phone orders efficiently, ensuring accuracy in floral selections, delivery details, and pricing.
• Coordinate with the floral design and logistics teams to ensure timely and flawless order execution.
• Handle modifications, cancellations, and special requests with professionalism and a solutions-oriented approach.

Problem Resolution & Customer Advocacy:

• Address customer concerns and resolve issues quickly, ensuring a seamless resolution process.
• Act as a brand ambassador, delivering white-glove service and exceeding customer expectations.
• Escalate complex issues to senior management while maintaining proactive communication with the client.

Retention & Growth Initiatives:

• Identify upsell and cross-sell opportunities for additional floral products and services.
• Engage with VIP and repeat clients to enhance loyalty and encourage long-term relationships.
• Monitor customer trends and feedback to recommend improvements in services and offerings.

Administrative & Reporting Tasks:

• Maintain accurate records of customer interactions and transactions within the CRM.
• Provide insights and data on customer trends, common issues, and service improvements.
• Assist with special projects, marketing initiatives, and seasonal campaigns as needed.

Immediate Tasks for Week 1:

The first week will focus on onboarding, training, and familiarization with the company services, policies, and technology stack. Key tasks include:

• Product & Service Training – Deep dive into the floral offerings, design processes, and delivery logistics.
• CRM & Order Management Training – Hands-on training with the customer management system, order processing tools, and communication platforms.
• Shadowing Senior Team Members – Observe customer interactions and best practices in handling inquiries and issues.
• Live Customer Engagement – Begin answering basic inquiries under supervision, gradually taking on full customer interactions.
• Feedback & Improvement Review – End-of-week review with the team to address questions and refine customer service techniques.

Requirements

Non-Negotiables:

• 2+ years in a customer-facing role, preferably in eCommerce, hospitality, or luxury services.
• Strong communication skills (both written and verbal).
• Experience handling high-touch customer interactions with professionalism.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Tech-savvy with experience in CRM tools and order management systems.

Nice-to-Haves:

• Experience in the floral or gifting industry.
• A passion for luxury, aesthetics, or event planning.
• Previous experience with Shopify or similar eCommerce platforms.
• Bilingual skills (English & Spanish/French) for broader client engagement.

Benefits

Compensation Package:

• Competitive Salary
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance

Our Recruitment Process:

1. Application
2. Screening
3. 30 minute Interview
4. Skills Assessment
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl.