Job Summary
We run three growing e-commerce brands — Sunray Fly Fish, Finner and Kwik Seat — selling fly fishing, outdoor and portable seating products to customers across the UK, Europe and the USA. We're looking for one capable person to own customer service and day-to-day operations across all three brands, running our office and small industrial unit in Cornwall and reporting directly to the Director.
Who this role is for
You're a natural with technology. New software doesn't intimidate you — you LEARN IT at it, read the docs and figure it out. You already use AI tools by instinct, not because someone told you to, and you understand that the person who can direct an AI well is worth ten people doing the work manually. A background in programming would be helpful — not because you'll be writing production code, but because you think in systems: inputs, outputs, logic, edge cases. That mindset is exactly what running an AI-driven operation demands.
If your instinct when something breaks is to diagnose it, fix it and then build a process so it never breaks again, you'll thrive here. If your instinct is to wait for instructions, this isn't the role for you.
What success looks like
Twelve months in, the operation runs without daily input from the Director: the AI agent resolves the bulk of customer queries correctly because you've trained and tuned it; orders ship on time; inventory, invoices and supplier payments are handled; and you've built the systems and training materials that get new pickers, packers and AI agents up to speed quickly. You're never late, you never send apology texts to the Director about absenteeism and you never resist change. You look for it.
What you'll own
- The AI help desk and AI agent across all three brands — monitoring response quality, handling escalations, writing and refining the agent's guidance rules, and continuously improving its resolution rate.
- The full technology stack day-to-day — Shopify, Click & Drop, help desk software and AI tools — including diagnosing issues, testing changes and teaching yourself new capabilities as the stack evolves.
- A small team of pickers and packers — scheduling, standards and daily throughput.
- The complete office and industrial unit — goods in, warehouse organisation and documentation.
- Shopify inventory across three stores — stock accuracy, receiving shipments and preventing overselling.
- Despatch via Royal Mail Click & Drop and our Royal Mail business accounts — daily manifesting and shipping-cost discipline.
- Invoices, supplies and payments — processing supplier invoices, ordering consumables and keeping records straight.
- KPIs — reporting to the Director on response times, despatch times, stock accuracy and customer satisfaction.
- Systems and training — developing the processes and materials that teach new staff and new AI agents how we work.
- What we're looking for
Required:
- A genuine technology native — you learn new software fast, unprompted, and enjoy it.
- Hands-on experience with AI assistants such as Claude, and real enthusiasm for building AI into everyday workflows.
- Experience with Shopify (orders, inventory, fulfilment). Essential
- Experience with Royal Mail Click & Drop essential
- Experience with help desk software (e.g. Zendesk, Gorgias, Freshdesk or similar). Essential
- An expert problem-solver who runs without direction, teaches themselves new skills and builds systems rather than firefighting.
- Experience managing a small team.
Preferred:
- A background in programming, scripting or automation — you think in systems and logic.
- Experience prompting, configuring or training AI agents.
- E-commerce, warehouse or 3PL background.
You'll be given our in-house training software covering our help desk, systems and workflows — it takes around two hours to complete, and you'll be expected to master it quickly and then improve on it.
How to apply
Email your CV and a short note on how you use AI tools today.
Pay: £45,000.00 per year
Benefits:
- Casual dress
- Employee discount
- On-site parking
Work Location: In person
