Aftercare Specialist (with customer support background) - Belgrade

ennovationHUB AI is an international e-commerce group in the home & living category, focused on furniture. From our hubs in Belgrade, London, and Barcelona, we operate across the UK, North America, EU, and APAC.

We’re building a modern Customer Experience team - one that combines human judgment with AI-powered efficiency.

This role sits at the critical point where customer experience can either be recovered - or improved at scale. As an Aftercare Specialist, you don’t just resolve issues - you identify patterns and proactively reduce future ones.

This is not a sales role. Your focus is on resolution, insight, and continuous improvement.

Your role 

You’ll manage post-delivery issues end-to-end across multiple markets.

The core of the role is not just fixing problems - it’s understanding why they happen and ensuring they happen less over time.

You’ll actively use AI tools to:

• Improve resolution speed and communication clarity
• Handle higher claim volumes efficiently
• Maintain consistency and accuracy in decisions
• Identify patterns and reduce repeat issues
• Reference: HrZN2QMt9X28vPHVuUm4yLjPuy2v6w8_-_FO3KRoFWXR09RzOsa4qS97OUM-riU1

Responsibilities

• Own post-delivery issues from first contact to full resolution
• Resolve claims (damage, incorrect items, missing parts, delivery issues) with speed and accuracy
• Communicate clearly with customers and aim for first-time resolution
• Identify recurring issues and track key claim patterns
• Share insights and drive actions that reduce repeat claims
• Collaborate with logistics, operations, and suppliers to resolve root causes
• Contribute to reporting and continuous improvement of aftercare processes

What we’re looking for

• Experience in customer support, aftercare, or claims handling (1–3 years)
• Strong English communication skills (written and spoken)
• Structured problem-solver with strong attention to detail
• Able to balance speed and accuracy in decision-making
• Calm and solution-oriented in high-friction situations
• Comfortable working across teams and managing dependencies
• Tech-savvy and quick to learn new tools and systems
• Strong interest in AI and digital tools
• Confident using AI tools to improve efficiency and quality
• Highly adaptable in a fast-paced environment
• Proactive mindset — focused on identifying and reducing root causes

Working model

• Belgrade office
• No weekends
• Possibility to work remotely on Fridays

Why join ennovationHUB

• Clear growth and promotion opportunities
• International, fast-growing e-commerce environment
• Direct impact on customer experience and operational improvement
• Modern office in downtown Belgrade
• Standing desks, summer garden, game room
• Great coffee, energy drinks, and a genuinely social team
• Competitive salary and benefits

We value diversity of background, perspective, and experience. What matters most is how you think, how you work, and how you contribute to the team.