Customer Support and Operations Specialist

Job Title: Customer Support and Operations Specialist

Location: Remote

Work Shift: UK Time zone
Working Hours: 20 hours per week / Part-time (Potential to Transition to Full-Time)

JOB DESCRIPTION

We are seeking a proactive and highly organized Customer Support Operations Specialist to join our growing team. In this role, you will be responsible for providing exceptional customer service support while also contributing to key operational tasks. Initially, the primary focus will be on customer service, but there is also an opportunity to take on operational responsibilities as you grow into the role.

KEY RESPONSIBILITIES

• Address an average of 20 tickets per day, ensuring quick and efficient resolutions to customer inquiries, including product availability, shipping statuses, order issues, discount inquiries, and more.

• Manage customer inquiries across multiple platforms, including email, chat, Instagram, and Facebook (but mostly funneled through Gorgias) maintaining a high standard of service across all communication channels.
• Troubleshoot and resolve customer complaints related to orders, discounts, invoices, product queries, and other issues. Be a proactive problem-solver who can work autonomously and escalate when necessary.
• Assist in manual book order processing and handle invoice-related inquiries. Provide updates on order statuses and collaborate with other team members to ensure product availability is accurately communicated.
• Troubleshoot and resolve issues related to Amazon FBA product fulfillment, ensuring smooth and timely resolution of any complications.
• Raise Amazon FBA and retailer invoices and orders.

• Monitor stock orders and production runs to provide live stock counts from our manufacturing facilities, ensuring that inventory levels are up to date and aligned with production schedules.
• Support production runs, ensuring they are completed on time and that all processes are tracked effectively.
• Calculate and track COGS to ensure they are accurately updated in Shopify and other relevant platforms.
• Use strong math skills to assist with tasks like COGS calculations, stock tracking, and operational reporting.

Requirements

• Proven experience handling customer service tickets, particularly with platforms like Gorgias or similar ticketing systems. Experience in resolving common customer issues and providing timely, efficient resolutions is essential.
• Ability to autonomously assess and solve problems in a fast-paced environment, ensuring customer satisfaction and operational efficiency.
• Strong working knowledge of Shopify, particularly regarding product listings and order management, to assist with customer inquiries and ensure smooth workflows.
• Experience with Google Sheets or Excel for tracking customer data, managing inventories, and supporting internal workflows.
• Strong written communication skills, with the ability to address customer inquiries clearly and concisely across multiple platforms (email, chat, social media).
• Ability and interest in supporting operational functions, including inventory management, production tracking, and cost analysis.
• A solid level of comfort with basic math and calculations to support tasks like COGS tracking and stock management.

Preferred Skills:

• A strong working knowledge of Gorgias or similar ticketing systems would be highly beneficial. If you don’t have experience, familiarity with other ticketing systems and the willingness to quickly learn Gorgias is essential.
• Experience or interest in supporting operations, including stock management, production tracking, and inventory control, will be advantageous. Experience working with operational software e.g. inventory management software, that you can suggest to us and then help us implement within the business.
• Knowledge or willingness to learn about Amazon FBA operations and troubleshooting related issues is a plus.