Job description
About Forom
Forom is a furniture multi-brand retailer serving design-conscious customers across North America. We work with leading international furniture brands and also offer our own Forom collection.
We are seeking a Customer Experience & Escalations Specialist to join our growing team. This is a fully remote position focused on post-purchase customer support, issue resolution, and escalation management. The ideal candidate has experience working with premium furniture, home furnishings, interior design, luxury retail, hospitality, or other high-touch customer environments where customers expect thoughtful communication, accountability, and exceptional service.
Responsibilities
- Manage complex post-purchase customer inquiries and escalations
- Resolve issues related to shipping delays, damaged items, delivery concerns, product defects, and order exceptions
- Communicate with customers in a professional, empathetic, and solution-oriented manner
- Coordinate with vendors, manufacturers, freight carriers, and delivery partners
- Investigate issues and develop appropriate resolutions
- Manage customer cases within the company's ticketing system, ensuring timely follow-up, documentation, and resolution
- Identify recurring issues and recommend process improvements
- Help maintain a high standard of customer satisfaction during challenging situations
Requirements
- 3 years of experience in customer experience, escalations, client services, account management, or related roles, supporting North American customers and understanding North American customer service expectations
- Excellent written and verbal English communication skills
- Strong judgment, professionalism, problem-solving abilities, and empathy
- Ability to remain calm and composed when handling complex customer situations
- Highly organized with strong attention to detail
- Comfortable working independently in a fully remote environment
Preferred Qualifications
- Experience working with premium furniture, home furnishings, interior design, luxury retail, hospitality, or other high-touch customer environments
- Experience using customer support, help desk, or ticketing systems
- Ability to manage multiple cases simultaneously, with strong follow-up and consistency while maintaining a high level of accuracy and responsiveness
- Experience coordinating with logistics providers, suppliers, manufacturers, or external partners is a plus
What We Offer
- Fully remote position
- Hourly-based compensation
- Independent Contractor Status with an hourly rate - no W2 employee position
- Long-term opportunity with growth potential
- Collaborative and international work environment
- Exposure to the furniture, design, and home furnishings industry
- Compensation based on experience