Customer Experience

Flowers Across is an innovative online florist with teams in Sydney, Brisbane and Melbourne. We're passionate about making people smile with beautiful floral experiences and we're looking for a motivated, highly capable and experienced Customer Experience & Site 2IC to join our team, based in Sydney (Marrickville, 2204).

As the right hand to the CX Team Lead (Melbourne-based) and a key support to overall site operations at Flowers Across Sydney, you'll support daily ops, help motivate the team, and step in when leadership is unavailable. This role blends hands-on customer service with team coaching and operational efficiency.

We're looking for someone who can balance customer-first service with smooth operational support - stepping into leadership when required and helping keep the team calm, focused, and connected. This ensures FA remains the industry benchmark for both customer delight and seamless team operations between florists, warehouse and CX.

This is a permanent full-time role with an immediate start.

• Handle customer enquiries (phone, email, chat, and occasional in-person) with empathy and professionalism as part of the wider CX team
• Be across driver runs, shelf changes, and order placement (general day-to-day warehouse/cx help) to avoid gaps in workflow and achieve gold-standard delivery KPIs
• Step in for the CX Team Lead or Site Leaders when required (2IC capacity), keeping operations smooth and supported
• Act as a bridge between CX, florists, and warehouse staff to ensure clear communication and collaboration
• Provide coaching, feedback, and support to team members across departments in partnership with team leads, encouraging high performance and collaboration
• Help identify and resolve roadblocks quickly, streamlining workflows with smart, AI-driven solutions
• Contribute to national CX processes and continuous improvement initiatives across FA sites
• Support rostering and scheduling in partnership with the Team Lead.
• Help maintain sundry supplies and stock checks, escalating shortages early.

• Experienced in customer service, operations, or team leadership (CX, retail, hospitality, or related).
• A natural customer advocate with strong problem-solving skills and empathy.
• Confident leading by example and comfortable stepping into leadership across multiple teams.
• Analytical, detail-oriented, and data-driven in decision making.
• Adaptable and calm under pressure, thriving in fast-paced environments.
• Tech-savvy, comfortable with Google Workspace, CX systems, and eager to explore and work with AI automation tools.
• Motivated by delivering a triple win: better customer experience, smoother team workflows, and stronger business performance.

Great to haves:

• Prior 2IC or Supervisor experience
• Experience with online customers service, the florist industry and/or a general love for flowers and how they make people feel
• Familiarity with Macs/iPads and modern CX software
• Logistics or courier coordination experience, with a knack for efficient scheduling
• A creative background or interest that adds flair to the customer experience

• Full-time, stable hours (Mon–Fri, 7am–3pm)

• Pay rates are dependent on experience. We are looking for someone with at least 1-2 year's customer experience and 2IC skills.

• Supportive, collaborative, and diverse team culture

• Growing brand with sites across three states
• Tech-forward culture (we're not your average florist)
• Charity impact with every order (via our GIVR Program)
• Plus, sometimes cake

Apply Now

If you're ready to help set the industry benchmark for customer experience, we'd love to hear from you

Please apply via Seek with your resume and a short cover letter telling us why you're the right fit.

No recruitment agencies please.