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.
What You’ll Do
- 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.
What You’ll Bring
- 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 effective scheduling
- A creative background or interest that adds flair to the customer experience
Why You’ll Love Working With Us
- 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.
📌 Customer Experience & Site 2IC – Online Florist
🏢 Flowers Across Australia
📍 Marrickville