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Client Experience Specialist

Go Swag
Glasgow

Apply Now

Job details

£25,000 a year
12 days ago

Qualifications

Live chat
CRM software
Customer service call handling
Inbound customer enquiry call handling
Complaint handling
Customer interaction
Communication skills

Full job description

You'll report to: Head of Operations

Salary: £25k pa

Location: You'll need to be available to attend onboarding in Glasgow, and open to long-term flexibility around working hours and remote working - including covering US time zones from home (UK-based). We'll work out the exact shift pattern together.

The Client Experience Specialist Role

Got the kind of communication skills that make people trust you instantly?

We're looking for someone who can bring that to some of the most exciting AI and tech brands in the world.

We're hiring for a brand new role: someone to become the go-to expert on our swag service and be the first point of contact for our clients - whatever they need help with. This is a new-hire role with immediate impact.

Essential Skills

Experience in customer support (running live chat, email, and phone-based; e-commerce or service-based preference)
Comfortable learning new systems and processes quickly in a start up environment
Ability to work cross-functionally (e.g. with logistics, supply chain, or sales) to resolve customer issues
Strong written communication - you can point to help pages or knowledge-base content you've built or maintained
A clear approach to triage and escalation - tell us your process and how it's worked in practice
A track record backed by numbers - first response time, resolution time, CSAT, or reduced escalations
Willingness to attend onboarding in Glasgow, and flexibility to work a shift pattern that may include US hours

Desirable Skills

Background in production, purchasing, procurement, supply chain or order coordination
Working with suppliers, warehouses, couriers or fulfilment providers
Familiarity with print types and Pantone matching
Experience working with 3PLs and international shipping or customs documentation
Promotional merchandise, apparel, print, manufacturing or e-commerce
Customer service, account coordination or project administration
Google Sheets or Excel and a CRM or order-management system
Handling complaints, quality concerns, quotes or invoice checks

Growth Mindset Over Checklists: We’re looking for impact, not just a perfect cv. If you’re excited about this role but don't check every single box, we still want to hear from you. We see these requirements as a guide; what matters most is your potential to contribute, your passion for our mission, and your ability to solve complex problems.

What you'll be doing

Manage all inbound support channels - live chat, help email, and phone
Be the service expert clients turn to for order status, claim pages, sizing, how to order, swaps, refunds - and pretty much anything else (full training provided)
Keep an eye on production timelines and proactively update customers before they have to ask
Know when to handle something yourself and when to triage it - to Customer Success, Logistics, Supply Chain, or Sales - using clear judgement, not guesswork
Own and keep our help pages / knowledge base fresh, accurate, and genuinely useful

Application process

Initial call with the Talent Lead: an informal call to discuss the role and your relevant skillset
Interview with the Head of Operations (line manager) and Customer Success Coordinator: you’ll have a chance to discuss your experience in more detail with the team you'll work closely with

About Go Swag

We’re reinventing the corporate gifting industry through technology.

Founded by tech entrepreneurs, Go Swag is moving beyond traditional "merch." We believe that software, AI, and smart automation can completely transform how the world’s biggest brands celebrate, reward, and build relationships. While the rest of the industry has been slow to change, we are building a future where technology powers personalisation at scale and operational excellence.

From onboarding packs for new hires to global event giveaways, we deliver sustainable, premium merchandise that recipients actually love and use for years. We handle the entire end-to-end lifecycle - design, production, global storage, and distribution - making branded gifting effortless and borderless.

Why join us?

Elite Client Base: We are trusted by the most influential companies on the planet, including Meta, Intel, Unilever, ElevenLabs, and Lovable.
Tech as a Differentiator: We aren't just a gifting company; we are a tech-first platform using NextJS, AI, and automation to disrupt a global market.
Series A backed and scaling fast: this is an exciting moment to join a high-growth startup with serious momentum behind it.
Sustainability without Compromise: We champion high-quality, recycled products, moving the industry away from gimmicks and toward long-lasting impact.

Go Swag is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need, ensuring that every candidate is treated fairly regardless of background or identity.

Apply Now

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