[Hiring] Operations & Customer Experience Associate @Talent Shore

Role Description

This is not a VA role and it is not a script-following support role. We already have someone handling routine customer enquiries. This role exists to be the person who deals with everything that does not fit a template.

• The escalated complaint.
• The order that vanished somewhere between our 3PL and the customer.
• The supplier who has gone quiet three days before a purchase order needs confirming.
• The situation nobody wrote an SOP for, because nobody knew it was going to happen.

We are hiring for judgement. The measure of success is simple: over time, the founder should stop being pulled into operational problems, because you are already resolving them, and resolving them the way he would have.

If you like clean, predictable work with clear instructions for every task, this will frustrate you. If you like being the person things get handed to because you sort them out, read on.

Qualifications

• Two or more years in customer experience, operations or account management, ideally inside an ecommerce or DTC brand rather than a general call centre.
• Excellent written English. Tone matters more than grammar here, though we want both.
• Genuinely comfortable making decisions with incomplete information, and equally comfortable saying "I decided X, here is why."
• Organised enough to hold twenty open threads without dropping any.
• Available during UK working hours.
• Reliable internet and a proper working setup.

Requirements

• Own every ticket the first-line agent cannot resolve: complex refunds, damaged or faulty items, delivery failures, customs and duties disputes, chargebacks and payment provider claims, unhappy repeat customers.
• Investigate properly before responding. Pull the order, the tracking, the fulfilment record and the previous conversation history.
• Make the call on goodwill: refund, replacement, partial credit or hold the line.
• Write in our brand voice: warm, direct, human.
• Flag patterns of recurring issues.
• Act as our point of contact with our 3PL (ShipBob) and carriers.
• Investigate order issues end to end without needing to be told what to check.
• Keep a running record of recurring failures.
• Own the returns and warranty process day to day.
• Take a produced purchase order and drive it to delivery.
• Manage ongoing communication with overseas suppliers, mostly in China.
• Keep stock levels and incoming inventory visible.
• Document what you resolve for repeatable processes.
• Improve the first-line agent's playbooks.
• Take on standing projects as capacity allows.

Benefits

• You will be given clear authority so that you are not blocked waiting on approval.
• Exact limits are agreed in week one.

Company Description

We run two direct-to-consumer brands from London. We are a jewellery brand scaling on Shopify, with a hero product sold internationally and a growing paid media operation behind it. Yasu Health is a natural supplement brand preparing for launch. Both are small, fast-moving teams. There is no corporate layer here. Decisions get made in hours, not weeks.