About the Company
We are a well-established UK-based e-commerce business operating in a busy, fast-moving, customer-critical environment. We are a small, close-knit team, and the business is growing steadily. This role is designed to strengthen our existing Sales and Customer Support team by adding full-time cover and support.
We are looking for a tech-savvy, capable, and confident Customer Support Associate who is fluent with modern software (e.g. Shopify), comfortable using AI tools day to day (e.g. ChatGPT or Claude), and has worked with a helpdesk or ticketing system before. You should be able to operate with autonomy, take ownership from day one, and become a dependable part of the team over the coming years.
About the Role
You will sit at the heart of our customer support team, working alongside our Customer Support Manager and two other team members to support the day-to-day running of the Sales and Customer Support team. This is a hands-on team role focused on delivering excellent customer support and operational execution.
This is not a management role, but make no mistake: every member of this team is expected to be a leader in their own right. You will be trusted to make decisions, take end-to-end ownership of issues, and see them through to resolution. We are looking for someone who steps up rather than steps back, and who never uses team hierarchy or job title as a reason to avoid responsibility. "That's not my job" will not be accepted here as an excuse.
Key Responsibilities
- Handling customer enquiries via phone, email, and web chat with professionalism and care
- Managing delivery and warranty queries through to resolution
- Processing orders and payments accurately and securely
- Owning customer issues and resolving them without unnecessary escalation
- Working confidently across a helpdesk or ticketing system to log, track, and resolve enquiries
- Using AI tools sensibly to work faster and respond better, without losing the human touch
- Liaising with couriers, warehouses, suppliers, and the rest of the team
- Supporting the team with daily workload and prioritisation
- Maintaining accurate records across internal systems (e.g. accurate notes on orders)
- Contributing to process improvements and operational efficiency
- Updating website product information when required (e.g. on Shopify)
The Reality of the Role
This is a hands-on, fast-paced role in a busy e-commerce environment. You will be dealing with a high volume of customer enquiries daily, including delivery, warranty, and complaint cases.
You will be expected to:
- Make decisions quickly and confidently
- Handle difficult customer situations calmly and resolve them where possible
- Pull your weight and support the wider team throughout the day
- Balance your own workload while staying ready to help when others need it
- Pick up new software and systems quickly, with little hand-holding
This is not a role where you sit back and wait to be told what to do. You will be in the deep end from day one and expected to learn 'on the job' as things come up. We do not have a formal training process, so please take this into account when applying. If you are someone who doesn't want to get stuck in on day 1, this won't be the right company for you.
About You - The Ideal Candidate
You are calm under pressure, commercially aware, and comfortable taking ownership of decisions or, at the very least, proposing solutions to consider.
You have enough experience to know what excellent customer service looks like, and you take pride in delivering it. You are proactive, dependable, and confident enough to act without waiting for permission on every detail. You are genuinely comfortable with technology: you pick up new systems quickly, you already use AI tools either in your day-to-day work or in your personal life, and you have worked with a helpdesk or ticketing system before. You are still ambitious and open to learning, and you enjoy being part of a team that holds a high standard.
You should have:
- Proven experience in a high-volume, busy customer support environment
- Hands-on experience using a helpdesk or ticketing system (e.g. Zendesk, Gorgias, Freshdesk, Zoho Desk, or similar)
- Practical experience using AI tools (e.g. ChatGPT, Claude, or similar) to help with day-to-day work
- Comfortable making decisions under pressure without constant escalation
- Able to manage competing priorities while supporting the rest of the team
- Resilient, calm, and solution-focused when things go wrong
- Experience handling difficult customers and complex situations
What we’re looking for
- 3+ years experience in a fast-moving customer service or sales support role
- Genuinely tech-savvy, with strong computer skills and the confidence to work across multiple systems simultaneously
- Hands-on experience with a helpdesk or ticketing system (e.g. Zendesk, Gorgias, Freshdesk, Zoho Desk, or similar)
- An understanding of how to use AI tools as part of a customer support role, and a genuine interest in using them well
- Quick to learn new software and adapt to new tools with minimal hand-holding
- Clear, confident written and verbal communication skills
- Professional telephone manner and strong customer judgement
- High attention to detail and strong organisational skills
- The confidence to take ownership and make decisions independently
- Reliable, proactive, and comfortable taking responsibility
- Willingness to be office-based and part of a small, collaborative team
- Comfortable occasionally lifting or moving boxes when required, for example returned products coming back to the office
- Willing and able to contribute across the business (marketing, operations, etc.)
What Success Looks Like
- Customers' issues are resolved quickly and confidently
- You take ownership rather than passing problems on
- You stay calm and effective during peak trading periods
- You support your colleagues and pull together as a team
- You improve processes rather than work around problems
This role is not for you if…
- You prefer a highly structured, script-driven environment where decisions are always escalated rather than owned
- You are uncomfortable taking responsibility for outcomes or seeing issues through to resolution
- You struggle to stay calm, organised, or solution-focused during busy or unpredictable periods
- You expect clear boundaries around "that's not my job" rather than stepping in when the team needs support, regardless of job title
- You are slow to pick up new technology, or you are not comfortable using software and AI tools as part of your daily work
- You rely heavily on escalation to a manager rather than making decisions yourself
- You need constant supervision or reassurance to stay on track
- You avoid difficult conversations with customers or your colleagues
- You are uncomfortable dealing with high volumes of customer queries daily
- You are not open to feedback or adjusting how you work as the business evolves
What We Can Offer
- A stable, office-based role within a growing online business
- Direct exposure to senior decision-making and operations
- Progression opportunities into a supervisor or management role
- A supportive but high-standard working environment
- Long-term career development for the right person
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Profit sharing
- Sick pay
Application question(s):
- Why are you looking to leave your current role?
- Which helpdesk or ticketing systems have you used (e.g. Zendesk, Gorgias, Freshdesk, Zoho Desk)? If none, type "none".
- How do you currently use AI tools in your work, if at all?
- This role has no formal training; you'll be expected to learn on the job from day one. Are you comfortable with that?
- This is an office-based role in Lingfield, RH7. Can you reliably commute there five days a week?
- What experience do you have working for a busy, online, product-based ecommerce business?
Experience:
- customer service: 3 years (required)
Work Location: In person
