Customer Service and Ecommerce Operations Specialist || Work From Home || Up to 65K

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About the Team You’ll Join

The client is a UK footwear brand founded over ten years ago, designing premium women's shoes with a specialist fit focus and selling directly to customers in the UK and internationally. The team is small and founder-led, and its customers expect a considered and personal level of service that the brand takes real pride in.

Job Overview:  

Employment type: Full-time

Shift: UK working hours

Work setup: WORK FROM HOME

What we offer:

·       Competitive compensation package aligned with your skills and experience

·       Night differentials pay to help maximize your earnings

·       Comprehensive HMO coverage, including a free dependent on Day 1

·       Employee referral program with rewarding incentives

·       20 days of annual leave, giving you flexibility to manage your time

·       Engaging team activities and events to keep work enjoyable

·       Build strong, high-impact connections with key stakeholders across the business

·       Take part in client engagement initiatives to elevate your professional experience.

Role Overview:  

We are looking for a Customer Experience & Ecommerce Specialist to provide high-quality customer support for a premium UK footwear brand while supporting key ecommerce operations. The role will manage customer enquiries, complaints, product fit and sizing advice, returns, and reviews, while also assisting with Shopify product updates, content management, and seasonal catalogue launches.

The role also has a strong AI and continuous improvement component, including reviewing AI-generated customer responses, improving help center content and macros, and identifying opportunities to increase automation without compromising the customer experience. In addition, the successful candidate will provide limited administrative support to the founder and work across systems including Gorgias, Shopify, SWAP, Mintsoft, and Canva.

What We’re Looking For:

We are looking for a trustworthy, smart and enthusiastic person with a very strong command of English and a personality that thrives on interacting with customers as well as problem solving.

A suitable candidate must be able to demonstrate a willingness to proactively solve problems and to respond positively to customer enquiries. A good understanding of Shopify would be helpful but is not essential. Training will be provided.

A key area of accountability of this role is customer support, from first contact through to resolution. Adjacent ecommerce and administrative tasks are included and will be trained. This is a customer service role first, supported by ecommerce operations, and general assistant.

Key Requirements

• Excellent written English, with warmth, clarity and accuracy
  
• A proactive problem solver who takes ownership rather than waiting to be asked
  
• Confident and comfortable interacting with customers
  
• Previous customer service experience with a direct-to-consumer ecommerce or retail brand, ideally serving UK or US customers
  
• Experience with a helpdesk platform such as Gorgias, Zendesk, Re:amaze or similar
  
• Working knowledge of Shopify is helpful but not essential, as training will be provided
  
• Exposure to Canva or similar tools not essential but nice to have.
  
• Comfortable working with AI assisted tools as part of daily work
  
• Able to work independently with limited supervision, and to raise issues early rather than allow them to build
  
• An affinity for the customer base is valued. Our customers are predominantly women over 50 who expect a considered, personal and unhurried level of service.
  

What You’ll Be Working On:

Customer service

• Act as the customer service agent covering the UK and, where agreed, US customer service requirements
  
• Answer tickets created in the Gorgias portal in a timely manner
  
• Answer tickets raised through the chat function on the UK and US websites
  
• Respond to customer enquiries and complaints, escalating where appropriate
  
• Become familiar with Gorgias and work to improve its efficiency and effectiveness
  
• Handle fit, sizing and product suitability enquiries, building genuine product knowledge of the range so that advice is helpful and specific rather than generic
  
• Maintain a consistent brand tone of voice in all written contact, in line with the brand guidelines provided
  
• Monitor and respond to customer reviews across the review platforms in use, escalating any that need the founder to see them
  

Returns handling

• Returns are managed through a portal run by SWAP. Most returns are processed and approved automatically, but light touch management is required for the following
  
• Checking items missing in transit
  
• Customers requiring changes to a return submission
  
• Cross checking with the fulfillment center system for items returned damaged
  
• Liaising with the SWAP partner and the fulfillment partner to resolve issues
  
• This requires agent access to the returns portal and the fulfillment center system. Training will be provided.
  
• Flag recurring return reasons and fit or sizing patterns in a short monthly summary, so that repeat causes can be addressed at product level
  

Shopify and ecommerce support

• Assist with new product uploads
  
• Assist with content management
  
• SEO optimization, working with AI assistance
  
• Own the accuracy of product data on the site, including sizing information, descriptions, images and stock status, working to a defined upload checklist
  
• Support seasonal catalogue drops, including preparing and uploading new season product in line with the trading calendar
  

AI and continuous improvement

• A meaningful share of customer contact is already resolved by Gorgias AI. This part of the role is about improving that.
  

• Review AI resolved conversations for quality and tone, and correct where the response did not meet the brand standard
  
• Improve and extend macros, help center content and AI instructions so that routine questions are answered accurately first time
  
• Track and report the proportion of contacts resolved without human involvement, with the aim of increasing it over time while protecting customer experience
  
• Identify contacts that should never be handled by AI, particularly complaints and sensitive customer situations, and make sure these reach a person quickly
  

Executive and administrative support

• The role includes a small element of administrative support to the founder. This is deliberately bounded at approximately four to six hours per week and covers tasks such as document preparation, research, data gathering, diary and travel coordination and general administrative assistance. It is scoped this way so that customer service remains the clear primary accountability and the role stays coherent to recruit for and to manage. If broader executive assistant support is needed over time, this is better addressed as a separate conversation once this role is established.
  

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