Customer Service Executive

Sculpd is on a mission to inspire a generation of 100 million crafters
In 2020, we set out to reinvent pottery. Once confined to the studios of trained ceramicists and the back rooms of trendy London cafes, pottery has long been a scarcely accessible and expensive part-time hobby. Or for most, it is something they haven’t tried since their school years. We set out to change that.
We built the brand around the idea that everyone is crafty in their own way. We’re inspiring people to create things with their hands that they are proud of while bringing people together in the process.

Since launch, we’ve built an audience of 1m+ on social media with over half a million happy customers globally. Expanding from pottery into adjacent crafts, it feels like we’ve only just started. We’re looking to build on our platform to make modern crafts part of everyone’s lives.

The role and how you’ll be working
The joy of working with clay starts when customers first hear about us and ends when they’ve told their friends about the amazing experience they just had. We continually strive to make their experiences with Sculpd amazing. The Customer team is responsible for ensuring each customer has an unforgettable experience with Sculpd, either by gifting to a friend or crafting themselves
Key responsibilities for this role are addressing customer queries over email and social media, and consistently delivering outstanding levels of service
Assisting with day-to-day operational processes, e.g., order processing across different platforms and facilitating returns
Becoming the internal champion of Gorgias (our customer engagement platform) and continually refining its setup and usage across the team to better serve our customers
Proactively identifying customer issues to the rest of the team so they can be investigated and fixed

A bit about you
At least 1 year of experience in Customer Service
Are empathetic, love caring and helping people, and have excellent and proven customer service experience
You are very organised and have strong prioritisation skills
Enjoys working in a fast-paced environment and gets excited by the prospect of thinking outside the box to solve customer issues
Experience with Gorgias and Shopify is preferred
Excellent written English and verbal skills
A crafter lover is a bonus!

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