Customer Service and Ecommerce Operations Specialist
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Job Description
Customer service and ecommerce specialist supporting a premium UK footwear brand. Managing customer enquiries, returns, Shopify operations and AI-driven service improvements.
Responsibilities:
- Provide customer support for a premium UK footwear brand
- Manage customer enquiries, complaints, product fit and sizing advice, returns and reviews
- Answer Gorgias tickets and chat enquiries from UK and US websites
- Escalate complaints and issues where appropriate
- Build product knowledge and provide specific fit, sizing and suitability advice
- Maintain the brand tone of voice in written communications
- Monitor and respond to customer reviews
- Manage returns issues through SWAP and coordinate with fulfillment partners
- Prepare monthly summaries of recurring return reasons and fit or sizing patterns
- Assist with Shopify product uploads and content management
- Perform SEO optimization with AI assistance
- Maintain accurate product data, sizing information, descriptions, images and stock status
- Support seasonal catalogue launches
- Review AI-resolved conversations for quality and tone
- Improve macros, help center content and AI instructions
- Track contacts resolved without human involvement and identify automation opportunities
- Route complaints and sensitive situations to human agents
- Provide approximately four to six hours per week of bounded administrative support to the founder, including document preparation, research, data gathering, diary and travel coordination
Requirements:
- Very strong command of English
- Excellent written English, with warmth, clarity and accuracy
- Proactive problem solver who takes ownership
- Confident and comfortable interacting with customers
- Previous customer service experience with a direct-to-consumer ecommerce or retail brand, ideally serving UK or US customers
- Experience with a helpdesk platform such as Gorgias, Zendesk, Re:amaze or similar
- Working knowledge of Shopify helpful but not essential; training provided
- Exposure to Canva or similar tools nice to have
- Comfortable working with AI-assisted tools as part of daily work
- Able to work independently with limited supervision and raise issues early
- Customer affinity, particularly for predominantly women over 50 expecting personal service
- Able to work UK working hours
Benefits:
- Competitive compensation package aligned with your skills and experience
- Night differentials pay
- Comprehensive HMO coverage, including a free dependent on Day 1
- Employee referral program with rewarding incentives
- 20 days of annual leave
- Engaging team activities and events
- Build strong, high-impact connections with key stakeholders across the business
- Client engagement initiatives
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