About Us
Stirling Timepieces is a British watch company founded by a former British Army soldier. We design and assemble robust analogue watches inspired by military heritage and trusted by military personnel, law enforcement, emergency services and watch enthusiasts around the world.
With customers across the UK, US and beyond, we're continuing to grow and are looking for a Customer Experience Executive to join our close-knit team.
About the Role
You'll play a key role in ensuring every customer receives exceptional support throughout their ownership journey. Alongside responding to enquiries, you'll become the central link between our customers, workshop and fulfilment teams, coordinating repairs, warranty claims and returns from start to finish.
This role would suit someone who enjoys being organised, communicating with people and seeing a process through from beginning to end.
What You'll Be Doing
- Responding to customer enquiries via email and live chat.
- Providing product advice and after-sales support.
- Coordinating repairs, warranty claims and servicing with our in-house workshop.
- Keeping customers updated throughout the repair process.
- Processing returns, exchanges and refunds.
- Liaising daily with our workshop and fulfilment teams.
- Maintaining accurate customer records and repair documentation.
- Helping improve internal processes and the overall customer experience.
What We're Looking For
We're looking for someone who:
- Has excellent written communication skills.
- Is highly organised with strong attention to detail.
- Enjoys solving problems and taking ownership.
- Can manage multiple tasks at once.
- Is confident using computers and learning new systems.
- Works well as part of a small, ambitious team.
- Takes pride in delivering outstanding customer service.
Previous customer service experience is beneficial, but attitude, organisation and a willingness to learn are just as important.
Desirable Experience
- Customer service or customer support
- E-commerce
- Shopify
- Warranty administration
- Repairs coordination
- Returns management
- Logistics administration
Why Join Stirling?
- Join one of the UK's fastest-growing independent watch companies.
- Work alongside a passionate and supportive team.
- Be part of a business with strong military roots and a loyal global community.
- Opportunity to grow with the business as we continue to expand.
- Employee discount.
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Employee discount
Experience:
- Customer service: 1 year (preferred)
- E-commerce: 1 year (preferred)
Work Location: In person
