[Hiring] Customer Service and Ecommerce Operations Specialist @Outforce

Role Description

We are looking for a Customer Experience & Ecommerce Specialist to provide high-quality customer support for a premium UK footwear brand while supporting key ecommerce operations. The role will manage customer enquiries, complaints, product fit and sizing advice, returns, and reviews, while also assisting with Shopify product updates, content management, and seasonal catalogue launches.

The role also has a strong AI and continuous improvement component, including:

• Reviewing AI-generated customer responses
• Improving help center content and macros
• Identifying opportunities to increase automation without compromising the customer experience

In addition, the successful candidate will provide limited administrative support to the founder and work across systems including Gorgias, Shopify, SWAP, Mintsoft, and Canva.

Qualifications

• Excellent written English, with warmth, clarity, and accuracy
• A proactive problem solver who takes ownership rather than waiting to be asked
• Confident and comfortable interacting with customers
• Previous customer service experience with a direct-to-consumer ecommerce or retail brand, ideally serving UK or US customers
• Experience with a helpdesk platform such as Gorgias, Zendesk, Re:amaze or similar
• Working knowledge of Shopify is helpful but not essential, as training will be provided
• Exposure to Canva or similar tools not essential but nice to have
• Comfortable working with AI-assisted tools as part of daily work
• Able to work independently with limited supervision, and to raise issues early rather than allow them to build
• An affinity for the customer base is valued. Our customers are predominantly women over 50 who expect a considered, personal and unhurried level of service

Requirements

• Act as the customer service agent covering the UK and, where agreed, US customer service requirements
• Answer tickets created in the Gorgias portal in a timely manner
• Answer tickets raised through the chat function on the UK and US websites
• Respond to customer enquiries and complaints, escalating where appropriate
• Become familiar with Gorgias and work to improve its efficiency and effectiveness
• Handle fit, sizing and product suitability enquiries, building genuine product knowledge of the range
• Maintain a consistent brand tone of voice in all written contact
• Monitor and respond to customer reviews across the review platforms in use
• Manage returns through a portal run by SWAP
• Assist with new product uploads and content management
• Own the accuracy of product data on the site
• Review AI resolved conversations for quality and tone
• Identify contacts that should never be handled by AI

Benefits

• Competitive compensation package aligned with your skills and experience
• Night differentials pay to help maximize your earnings
• Comprehensive HMO coverage, including a free dependent on Day 1
• Employee referral program with rewarding incentives
• 20 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business
• Take part in client engagement initiatives to elevate your professional experience