Customer Service Lead & Admin VA

We’re a unique and growing e-commerce store looking for someone to join us part time to help bring a friendly and bubbly approach to our customers.

With almost 20,000 five-star reviews (98% of all reviews!), we pride ourselves on offering a level of customer service that truly stands out

In this role, you’ll be the main point of contact for our customers and take pride in leading all things customer-related. You’ll be supported by a manager when needed but trusted to run the day-to-day support with initiative and care.

We don’t rely on standard ‘canned’ responses. Instead, we tailor every reply to the individual needs of each customer.?Always asking “If I were the customer, what would I want right now?”

We go above and beyond to make every customer feel heard, valued, and supported.?

The job has a variety of aspects, so you should never be bored!?
- Replying to customer enquiries via email, Facebook Messenger, and Etsy
- Responding to customer comments on our Facebook page and engaging with the lovely photos they send (looking at all the lovely comments and photos we receive!)
- Uploading new products to the website and saving customer-submitted images
- Answering customer calls (we typically receive 2–6 calls a day, often placing phone orders or asking for help)
- Reporting back any consistent problems so we can help fix them before they arise in future
- Supporting with other ad hoc admin tasks as needed???

We’re looking for someone who:
- Takes initiative and enjoys solving problems independently
- Is proactive about suggesting improvements and helping the business grow
- Has a warm, bubbly, and professional personality
- Is confident on the phone and speaks fluent English with a UK or neutral accent
- Has long-term goals and wants to grow with a business
- Strong Internet Connection

You’ll be supported by a manager, but you’ll be the main person responsible for our customer service inboxes, so we’re looking for someone who’s reliable, confident making decisions, and eager to contribute to the overall customer experience.
We have very low staff turnover, and we pride ourselves on being a close-knit team that supports one another and works hard together. We’re all A-Players and we’re looking for someone who’s ready to join us!

Working Hours: 4 hours a day, 5 days a week Mon - Fri 8am - 12pm UK Time (overtime or extra hours may be available)

If you’re interested in the position, please apply today and include:

1. A short introduction about yourself and your experience
2. Your favourite product from our store and why
3. (optional) - include a short voice note answering this pretend customer call:
“Hi, I bought a robin solar light from you at Christmas and it’s suddenly stopped working. I’m really disappointed because it was a gift from my daughter. Can you help?”

Don’t worry about having a perfect answer, we’d just love to hear how you naturally speak and how you approach a customer’s problem.

We look forward to hearing from you!