Customer Service Advisor (Ecommerce Brand)
Company: Kubbi (kubbi.co.uk) — the UK's #1 kids' electric ride brand
Location: Carryduff, just outside Belfast (on-site, own transport helpful)
Job type: Full-time, permanent
Salary: £24,000 – £26,000 per year, depending on experience
Start date: Mid-August 2026
About Kubbi
Kubbi is a kids' electric bike brand. We sell electric dirt bikes, quads and scooters that get kids off screens and outside — over 15,000 riders so far, with a 4.9/5 rating from 780+ reviews. Our offices and warehouse are just outside Belfast.
The role
You'll be the friendly voice of Kubbi for our customers — mostly parents — answering phones and emails, and helping them before and after they buy.
No customer service experience needed. We use AI for almost everything, so you're never expected to know it all — if you don't know the answer, you just ask our AI and it will. What we can't train is attitude: we need someone positive, helpful and quick on their feet.
What you'll be doing
You'll use our AI tools to do almost all of the below — they draft answers, look up orders and pull up product info for you, and if you're ever stuck you just ask. Your job is answering the phones and emails and making sure every customer is looked after:
- Calls & emails — answering inbound calls and emails from customers — pre-sale questions, order updates, and after-sales support
- Orders & delivery — checking order status, updating customers, and working with our warehouse team to resolve delivery issues
- Product advice — helping parents choose the right bike, scooter or quad for their child's age and ability
- Warranty & returns — handling warranty claims, returns and refunds under our policies, and arranging spare parts where needed
- Admin — keeping accurate records of every customer contact in our systems (Shopify and our support tools — training provided)
- Feedback — flagging recurring product or delivery issues to the team so we can fix root causes
What we're looking for
- A can-do attitude — a glass-half-full person who gets stuck in and finds a way.
- Able to think on your feet — every call is a bit different, and you'll work it out rather than freeze.
- A warm, patient phone manner — you'll often be talking to busy parents, sometimes about a disappointed child's birthday present, and how you handle that matters.
- Happy using technology and AI tools — no experience needed, just openness to learn (full training provided).
- Clear written English for email responses.
- Organised, reliable and able to keep several open cases moving at once.
- Based within commuting distance of Carryduff, with the right to work in the UK.
Nice to have (not essential)
- Experience with Shopify or another ecommerce platform.
- Experience in an online retail / D2C brand support team.
- An interest in bikes, motorsport or the outdoors.
What you'll get
- £24,000 – £26,000 depending on experience.
- Full product training — you'll know our range inside out.
- A small, friendly team at a fast-growing brand, where your voice is heard and good work gets noticed.
- Staff discount on Kubbi bikes, scooters and quads.
- Free on-site parking at our Carryduff offices.
Hours
Full-time, Monday to Friday, 9am–5pm with a 45-minute break.
How to apply
Apply through Indeed with your CV and a short note telling us about a time you turned an unhappy customer into a happy one.
Start date: mid-August 2026. Interviews will be held at our Carryduff offices in July.
Pay: £24,000.00-£26,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
