Key skills
ShopifyCommunicationSales
About this role
Role Overview
- Take full ownership of customer service as the company grows
- Manage customer service agents while resolving around 20% of daily tickets
- Audit service channels proactively, catching errors before escalation
- Ensure quality, speed, and tone of customer interactions
- Respond to sensitive issues with direct phone calls
- Manage Trustpilot score and generate reviews
- Utilize live chat as a sales channel to assist customers
- Handle complex issues involving logistics and partner communications
- Manage relationships with key retail partners and oversee returns process
Requirements
- 2+ years in customer support or e-commerce operations
- Strong verbal communication skills; comfortable handling escalations by phone
- Experience with Gorgias or similar helpdesk software
- Proficiency in Shopify (highly desirable)
- Experience with couriers, 3PLs, or freight forwarders
Benefits
- Competitive salary
- Hybrid working from our London HQ (at least 2 days WFH per week)
- Free MAGIC Mirror and accessories (worth £2,000+)
- Unlimited holiday
- Mental health and wellbeing support
- Hardware budget (new MacBook or equivalent)
- Learning and development budget
- Exposure to investors and athletes
- Weekly free lunch and daily barista coffee in office
- Regular socials