Tier 2 Customer Service Specialist

Fujifilm•Greenwood, SC

8h•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 offshore Tier 1 CS team and customer inquiries that require deeper investigation, decision-making, and ownership of resolution within stipulated SLAs. The specialist will be responsible for delivering a premium, consumer-grade experience, ensuring fast, accurate, and empathetic resolution for complex customer issues across the US market. As a Tier 2 Specialist, you will act as the regional Subject Matter Expert for the personalized-photo platform, managing complex customer inquiries and escalations, handling financial transactions including refunds, and ensuring brand quality through content moderation. FUJIFILM Personalized Photo Products Group produces over 450 personalized items and focuses on expanding sales with existing accounts while acquiring new business opportunities.

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)
Strong understanding of 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
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, appeasements, product and print quality concerns, and Google Photos integration or upload issues.
Serve as the final point of resolution for customer cases within the 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), and 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 to ensure 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.