Customer Experience Agent (Phone Support)

About the Role

You'll be the voice of our brand on the phone. That means two things:
Inbound: answering calls from customers who need help — order questions, "how do I actually use this product?" walkthroughs, refund and delivery issues, and the occasional pre-purchase question from someone who wants reassurance before buying.
Outbound: proactively calling existing customers in warm, well-defined segments — checking in on how they're getting on with the product, recommending the right option for their use case, helping gifters restock, and converting happy customers into repeat buyers.
This is not a cold-calling role. Every person you speak with has already bought from us or asked us for help. Your job is to make them feel looked after — and, where it makes sense, help them get more out of the product.

What You'll Actually Do

Answer inbound calls from customers across multiple time zones, resolving their issue in one call wherever possible.
Walk customers through how to use the product patiently and clearly.
Handle order changes, refunds, returns, and subscription questions with empathy and good judgment.
De-escalate frustrated customers and turn service-recovery ---------- nts into loyalty.
Make outbound calls to specific customer segments (gifters, repeat buyers, single-product buyers, recent reviewers) following clear playbooks we'll build together.
Recommend complementary products when they genuinely fit the customer's needs — never pushy, always helpful.
Capture feedback, common questions, and product ideas, and feed them back to the team so we can keep improving.
Collaborate with our email support team to keep the customer experience consistent across channels.

Who You Are

You like talking to people. Genuinely. You're warm on the phone, you listen well, and older customers feel comfortable with you.
You're patient. A meaningful share of our customers are 65+, sometimes not very tech-savvy, and need things explained more than once. That doesn't frustrate you — it's part of the job you signed up for.
You're honest and grounded. You don't oversell, you don't lie about delivery dates, and you tell customers the truth even when it's uncomfortable. Our brand is built on trust.
You can sell without selling. You understand the difference between a recommendation that helps the customer and a pitch that helps you. You only ever do the first.
You're organized. You can manage a queue, take clear notes, follow up when you said you would, and not drop the ball.
You write well enough. Most of the work is on the phone, but you'll be sending follow-up emails and logging notes. Clear written English matters.

Nice to Have

Previous experience in customer support, hospitality, retail, or any phone-heavy role.
Experience with eCommerce platforms (Shopify, Gorgias, Zendesk, or similar).
Comfort with light outbound / sales-adjacent work — even if you've never been a "salesperson," you know how to recommend something you believe in.

What Success Looks Like in the First 90 Days

Day 30: You're confidently handling inbound calls on your own, with a strong grasp of our products, our common questions, and our refund and shipping policies.
Day 60: You're running outbound calls to your first warm segment (likely 4-star reviewers and gifters), with measurable improvement in repeat purchase rate from those segments.
Day 90: You've helped us identify the top three reasons customers call, contributed to our knowledge base, and are running both inbound and outbound work without supervision.

Why This Role Is Worth Your Time

Real impact. You're not employee #847 in a faceless call centre. You're our first phone hire, and the systems and playbooks you help build will shape how we do this for years.
A product customers love. Read our reviews. People are emotional about our product in a way that's rare in eCommerce. You won't be defending a bad product.
Growing company. We're scaling quickly, which means real opportunities to grow into team lead, customer experience manager, or specialized roles as we expand.
Flexible setup. Remote-friendly, with reasonable hours that respect your time.

How to Apply

Send us:
A short note — written or as a voice recording — telling us why you'd be good at this. We're at least as interested in how you sound on the phone as we are in your CV.
Your CV.