Customer Support Specialist

About the role

We are looking for a Customer Support Specialist to be the first point of contact for our clients, handling inquiries across phone, email and live chat. Working closely with the Operations Manager, you will ensure orders are processed accurately, deliveries run smoothly, and any issues are resolved promptly.

Key responsibilities

• Manage customer queries via phone, email and live chat from initial contact to resolution.
• Handle order processing, returns, replacements and special requests.
• Track deliveries, coordinate with courier partners and resolve lost, delayed or damaged shipments.
• Maintain accurate and up‑to‑date customer records.
• Support day‑to‑day operational and administrative tasks.
• Identify recurring problems and suggest process improvements.

Required profile

• Proven experience in a customer service or customer experience role.
• Excellent written and spoken English.
• Strong organisational skills and attention to detail under pressure.
• Ability to work independently and manage multiple priorities.
• Proactive, reliable problem‑solver with an ownership mindset.

Required skills

• HubSpot
• Aircall
• Slack
• Notion
• Microsoft Excel or Google Sheets
• Familiarity with AI tools for workflow automation (optional)

What we offer

• Top‑of‑the‑market salary paid in GBP or USD.
• Fully remote work arrangement.
• Potential for flexible working hours.