Customer Service & Operations Specialist

Position: Customer Service Specialist
Compensation: $7/hour (USD) subject to review based on experience and capability
Commitment: Full-time, long-term
Location: Remote (supporting a UK company)


About the Role
We are seeking a highly capable and experienced Customer Support & Operations Specialist who can operate with a high degree of independence and sound judgement.

This role goes beyond standard frontline customer service. You will be trusted to handle complex customer situations, make correct decisions within guidelines and resolve issues that are currently escalated to our internal team. The right candidate will understand when escalation is necessary and when it is not.

Previous e-commerce customer support experience is essential. Experience in fashion or apparel is strongly preferred.


Key Responsibilities

1. Customer Support (Email Based)
> Independently manage customer inquiries via Gorgias, including complex and difficult cases
> Resolve issues related to orders, shipping, products, returns and exceptions
> Apply company policies with judgment and flexibility where appropriate
> Assist customers with sizing decisions using brand guidelines and product knowledge
> Edit or update customer orders, including address changes, cancellations and item changes
> Handle customer complaints with empathy, professionalism and clear reasoning
> Escalate only genuinely high-risk, out-of-policy or ambiguous cases, providing clear context and recommendations


2. Returns & Warehouse Coordination
> Process returns using our returns and warehouse system
> Coordinate with warehouse teams to confirm returned items
> Ensure customers receive appropriate refunds or exchanges
> Monitor return workflows to prevent bottlenecks or delays


3. Logistics & Issue Resolution
> Track missing items and follow up with warehouse and fulfilment partners
> Investigate lost parcels
> Submit and manage shipping claims with our warehouse partner using Zendesk
> Keep customers informed throughout resolution steps
> Maintain accurate internal documentation of all cases


Requirements
> Excellent written English with clear, friendly communication
> Prior customer service experience, ideally in e-commerce
> Familiarity with tools like Gorgias, Shopify, or similar platforms (preferred but not required)
> Comfortable working between 9am to 5pm UK time
> High level of reliability; able to commit long-term
> Strong organisational skills and the ability to multitask
> Stable internet connection and a dedicated workspace


Preferred Attributes
> Experience supporting global customers
> Background in apparel, fashion, or sizing assistance
> Proactive problem-solver who can follow SOPs and escalate issues when needed
> Empathy, patience and a customer-first mindset
> Based experience dealing with customer support escalations


Why Join Us?
> Competitive rate for remote CS work + bonuses
> Stable, long-term position with consistent hours
> Work with a friendly, growing e-commerce brand
> Opportunities for training and expanded responsibilities
> Supportive environment for remote tea ---------- mbers



Hiring Process
Our hiring process is designed to assess communication quality, judgment, and the ability to handle complex customer situations independently.


Stage 1: Application + Loom Video

Candidates who are interested in the role should submit:
> A CV outlining relevant customer support and e-commerce experience
> A short Loom video (approximately 3 minutes) covering:
> A brief introduction
> An overview of relevant customer support experience
> Examples of complex or difficult customer situations handled independently
> How they d ---------- when to resolve issues themselves versus escalating

This stage allows us to assess experience, spoken English, clarity of communication, and confidence.

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Stage 2: Scenario-Based Exercise
Shortlisted candidates will complete a small number of written customer support scenarios based on guidance we provide.

These scenarios are designed to assess:
> Judgment and decision-making in nuanced situations
> Ability to apply policies thoughtfully rather than rigidly
> Empathy, tone, and clarity in written communication
> Willingness to take ownership without unnecessary escalation


Stage 3: Founder Interview (Video Call)
Selected candidates will have a video interview with the company founders, who will be the direct managers for this role.

This conversation will focus on:
> How candidates think through complex or ambiguous situations
> Comfort working independently with limited oversight
> Alignment on expectations, responsibility, and long-term commitment
> Availability, working hours, and communication style


Final Step: Offer and Trial Period
Successful candidates will be offered a short paid trial period to confirm fit before moving into the long-term role.