Customer Experience & Order Fulfilment

Quick Job Summary.
Moncasso - UK premium wall art brand
Hours: 40 hours per week, Tuesday-Saturday
Working hours: 8am-4pm UK time (fixed)
Pay: $5 USD per hour, 5 paid holidays per year, bonuses
Type: Full-time, long-term role (not suitable as a side job)

Please read the full details and application steps carefully before applying.

- We are not looking for someone who wants extra or side work alongside another full-time role or multiple gigs.
- Applications that are clearly written by AI, heavily polished, generic, or copy-paste will not be reviewed.
- You may lightly polish your writing, but your answers must be short, clear, personal and written in your own natural voice
- Applications submitted using fewer than 10AP will not be reviewed.

About Us
Moncasso is a UK-based premium wall art brand specialising in high-quality, made-to-order artwork.
We work with professional print and framing partners and focus heavily on quality, detail, and customer experience.
We are part of a wider group that has successfully operated multiple wall art brands since 2019, offering long-term stability and growth for the right person.

The Role
This role combines customer experience and order fulfilment. You will:
- Support customers via email and Meta (Instagram & Facebook)
- Provide premium, personalised replies (no copy-paste or robotic responses)
- Manage daily order fulfilment, working closely with our print and framing supplier
- Use judgement and problem-solving for edge cases, not just follow scripts
- Clear SOPs and training are provided, but this is not a copy-and-paste role.

This Role Is a Good Fit If You:
- Enjoy focused, detail-oriented work
- Take pride in accuracy and quality
- Are calm and thoughtful when handling customer questions
- Can think independently when something doesn’t fit the SOP
- Want a stable, long-term role rather than short-term VA work

Experience
Experience is not required, but you must clearly explain anything relevant you do have. This may include:
- Customer support for e-commerce or premium brands
- Order fulfilment or POD workflows
- Shopify, Gorgias, Meta inbox, email support
- Working with made-to-order products
- Attention to detail in operational tasks

Work Setup (Required)
You must have:
- A reliable computer/laptop
- Stable internet connection
- A quiet, professional work environment suitable for full-time work

How to Apply (No CV Required)
To be considered, your reply must include all of the following.
Applications that skip steps, are generic, or AI-heavy will not be reviewed.
Please include:
- Short introduction (1–2 sentences)
- Why this role appeals to you and why you want to work with Moncasso
- Current work status

Relevant experience & tools
Briefly tell us:
- Any customer support, e-commerce, or fulfilment experience
- Tools or platforms you’ve used (e.g. Shopify, email support, Meta, POD)
- Anything you think is most relevant to this role

Customer reply (short)
Please review our website before giving a relevant answer. Please reply as you would to the customer. Our replies should feel premium, human, clear and direct, without fluff or copy-paste FAQ language.

A customer based in Spain emails us:
“Hi, I’m based in Spain and I’m interested in ordering. Could you let me know the delivery time and shipping cost?”

What You’ll Get
- Full training and structured onboarding
- Stable, long-term role with a premium UK brand
- Fixed UK daytime hours
- 13th-month payment
- 5 paid UK public holidays
- Occasional internal bonuses
- Opportunity to grow as the business expands

This is not a short-term VA role. We are looking to invest in the right person and build a long-term working relationship.

We receive a high number of applications, if successful we'll aim to get back to you by January 30th.

Please only apply if you have read the full post and can give this role your full attention.

Thanks for your interest,
Rick
Co-founder, Moncasso