Customer Experience Specialist (Belgrade based)

ennovationHUB is a fast-growing international e-commerce group operating in the home & living category, with a strong focus on furniture. From our hubs in Belgrade and London, we serve customers across the UK, North America, EU, and APAC.

As we scale toward $100m+ annual revenue, one of the key constraints in the business is maintaining a consistently high-quality customer experience across multiple markets, channels, and operational setups.

This is not a traditional customer support role. It is a high-responsibility position focused on delivering clear, reliable, and efficient support at scale — while continuously improving how support is done through tools, systems, and AI (Note: This is not a sales role; the focus is clear: fast, structured, high-quality support — at scale.)

Role overview

This is not a narrow, ticket-handling role.

Responsibilities that are often split across support, operations, and process improvement are combined into a single position. You will be responsible not just for resolving customer inquiries, but for ensuring that support quality, speed, and consistency improve over time.

You are expected to operate with ownership — not just respond to issues, but understand patterns, identify inefficiencies, and contribute to better ways of working.

What you will do

• Support customers via LiveChat, email, and phone
• Guide customers from pre-purchase to post-delivery
• Resolve issues clearly, efficiently, and with ownership
• Work closely with logistics, accounting, and operations
• Handle deliveries, refunds, invoices, and B2B inquiries
• Identify recurring issues and flag improvements
• Use AI tools to improve speed, clarity, and consistency
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You are not just responding to inquiries — you are improving how support works.

Be hands-on: this role requires both execution and improvement thinking.

Important context

• Our setup is intentionally complex.
• We operate across multiple international markets, with different logistics flows, delivery timelines, and customer expectations. Customer inquiries often involve multiple internal teams and dependencies.
• Our support environment is not script-based. Standard answers are not always sufficient. You will need to understand context, make decisions, and communicate clearly even when information is incomplete.
• AI is a core part of how we scale support. We are not looking for someone who avoids tools - we are looking for someone who actively uses them to work better.
•  This is a high-volume environment. Speed matters. But clarity and correctness matter more.

Job requirements:

You are expected to make an impact from the beginning. From the start, you will:

• Handle real customer interactions
• Use existing tools and workflows
• Identify immediate areas for improvement

You will need to understand how support, logistics, and internal processes connect — and start operating effectively within that system quickly.

This is not a perfectly controlled environment. Orders may be delayed. Information may be incomplete. Customers may be frustrated. You will need to stay structured, adapt quickly, and ensure outcomes are delivered despite this.

About you:

• Strong communicator, able to write and speak clearly in English
• Structured thinker, able to simplify complex situations
• Comfortable handling multiple conversations and priorities
• Calm under pressure, solution-oriented
• Tech-savvy and fast to learn new tools and systems
• Genuinely interested in AI and how it can improve daily work
• Comfortable using AI tools to increase efficiency and quality
• Proactive — you don’t wait for instructions when something can be improved
• Collaborative and easy to work with across teams

To be successful in this role, you should bring:

• 1–3 years of experience in customer support or similar roles
• Comfort in working in a fast-paced, international environment
• Ability to operate with ownership, even in ambiguous situations
  

Location & Setup

This role is based in our Belgrade office.

Working hours are structured in shifts: 07:00–15:00 or 14:30–22:30

• No weekend work
• Friday work-from-home option

You will collaborate with teams across multiple countries and functions.

In our culture in ennovationHUB we value:

• Accountability over excuses
• Execution over talk
• Clarity over complexity
• Learning through doing

We welcome people from different backgrounds. What matters most is how you think, how you work, and whether you take ownership.