Job Description
Job description 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 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 Requirements 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 an
