Customer support — all online channels
Managing all online customer enquiries through Gorgias (the brand’s helpdesk platform), responding within 24 hours
Handling WhatsApp customer communications, including responding to broadcast messages around new collection launches
Resolving issues calmly and professionally — order amendments, delivery problems, sizing questions, product enquiries
Processing customer refunds following the brand’s policies
Supporting returns and exchanges, including inspecting return data weekly and flagging patterns
Uploading product information, copy, and imagery to the brand’s Shopify site
Tagging products correctly so they appear in the right collections and filters
Running regular UX spot-checks across the website to catch issues before customers do
Supporting the brand’s international customers through Global-E (their cross-border e-commerce platform — training provided)
Supporting performance reporting across e-commerce, social, and email channels — extracting key metrics from the brand’s analytics platforms and presenting them in a structured weekly format

2+ years’ experience in logistics, freight operations, supply chain coordination, wholesale operations, or e-commerce operations
A track record of working with international clients — US, UK, Australian, or European businesses preferred
Strong familiarity with at least one ERP, inventory management, or warehouse management platform — examples include but are not limited to NetSuite, SAP, Odoo, Cin7, ShipStation, Zoho Inventory, or similar
Excellent written English — you will be writing to retail buyers and logistics partners in the UK every day
Strong attention to detail, particularly with numbers, codes, and documentation
A bachelor’s degree, ideally in logistics, supply chain, business administration, or a related field
Bonus points if you have 4+ years’ experience or prior wholesale operations background
Prior experience with apparel, fashion, or consumer goods brands

E-commerce, Customer Support Coordinator

Key skills