Tier 2 Customer Service Specialist

Fujifilm•Greenwood, SC

2d•Onsite

About The Position

Fujifilm is seeking a Tier 2 Customer Service Specialist to support the Google × Fujifilm Photo Store (GMSB). This role involves handling incoming escalations from the Tier 1 CS team and customer inquiries that require in-depth investigation, decision-making, and ownership of resolution within Service Level Agreements (SLAs). The specialist will be responsible for delivering a premium, consumer-grade experience by ensuring fast, accurate, and empathetic resolution for complex customer issues in the US market. As a Subject Matter Expert for the personalized-photo platform, the role includes managing complex customer inquiries, processing financial transactions (refunds), and ensuring brand quality through content moderation. FUJIFILM Personalized Photo Products Group offers over 450 personalized items and provides back-end services for retail and online customers, with a focus on sales expansion and new business development.

Requirements

High school diploma/GED
3–5+ years in D2C/eCommerce customer service (Photo, personalization, retail, or digital platforms strongly preferred)
Experience handling high-volume, consumer-facing support environments
Strong understanding of: order lifecycle (checkout → fulfillment → delivery → returns), Refunds, chargebacks, and customer recovery strategies.
Experience with modern CS platforms (Intercom, Zendesk, Salesforce, etc.)
Ability to manage complex customer interactions.
Strong written communication skills (chat + email focus)
Strong understanding of regional consumer rights and tax implications
Data-driven mindset with ability to identify patterns and issues

Nice To Haves

Consumer (D2C) support experience, not traditional B2B account support.
Comfortable managing real-time, high-expectation end customers, similar to Amazon, Apple, or other consumer platforms.

Responsibilities

Handle escalated customer inquiries from Tier 1 (offshore team), including: Order issues (delays, defects, lost shipments), Refunds, replacements, and appeasements, Product and print quality concerns, Google Photos integration or upload issues.
Serve as the final point of resolution for customer cases within region.
Make judgment-based decisions aligned with customer-first policies and brand standards.
Collaborate with fulfillment/lab teams, Product & Engineering (for bugs or technical issues), Payments/fraud teams.
Maintain strict adherence to service level agreements (SLA) targets and resolution timelines.
Document and tag issues in Intercom to support root cause analysis and reporting.
Manage Yotpo-moderation, reviewing customer-submitted reviews ensuring they meet platform standards.
Provide feedback on recurring issues to Tier 3 / CS Ops and the wider Product and Operations teams, as needed.
Conduct necessary outbound communications to resolve critical customer issues that cannot be settled via Live Chat Support.