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Customer Support Executive

Outsourcery
1 hour ago
Full-time
Remote
Web Development

This is a remote position.

The client is a fast-growing, multi-brand direct-to-consumer (D2C) e-commerce group headquartered in the UK.  They focus on building and scaling specialist consumer brands that serve passionate niche communities through high-quality products, strong storytelling, and exceptional customer experience.  The business operates across the UK, USA, Canada, Australia, and Germany.

The Customer Experience Executive is a fully remote role responsible for delivering high-quality customer support across all brands, channels, and customer touchpoints.

This is a broad, multi-channel role covering inbound and outbound phone calls, email, live chat, helpdesk systems, social media, and post-event support for live commerce broadcasts. The successful candidate will be the primary point of contact for customers across all brands — from enquiries through to post-purchase aftercare for live commerce customers and general e-commerce support across the wider brand portfolio.

What you'll do
​
Customer Support & Issue Resolution
  • Manage inbound and outbound customer support across phone, email, live chat, helpdesk systems, and social media channels
  • Support customers across all brands with enquiries relating to orders, accounts, products, deliveries, promotions, cancellations, returns, refunds, and payments
  • Provide post-event support for live commerce and live-stream shopping customers
  • Investigate and resolve customer issues efficiently, while providing clear and timely updates throughout the process
  • Work closely with internal teams to resolve operational and fulfilment-related queries
Customer Experience
  • Deliver a professional, trustworthy, and solution-focused customer experience across all communication channels
  • Clearly explain processes, timelines, and product information across a range of product categories, including precious metals, collectables, personalised gifts, apparel, and subscription services
  • Maintain a calm, helpful, and confident approach when handling customer enquiries and higher-value products/services
Systems & Process Management
  • Accurately log customer interactions, resolutions, and call notes within Gorgias and other support systems
  • Follow established processes and service guidelines to ensure consistency across brands and channels
  • Escalate complex or unusual cases where required
Continuous Improvement
  • Identify recurring customer issues or friction points and share insights with the wider team
  • Support ongoing improvements to customer support processes, documentation, and workflows, particularly for phone and live commerce support


Requirements

  • Previous experience in customer support or customer service roles, ideally covering both phone and written-channel communication
  • Excellent spoken English — clear, confident, and professional when speaking with customers by phone
  • Excellent written English — clear, accurate, and professional across email, chat, and messaging channels
  • Comfortable handling a high volume of customer enquiries across multiple channels simultaneously
  • Strong listening skills and the ability to explain processes clearly to a wide range of customers
  • Strong attention to detail and accuracy when handling orders, returns, and account queries
  • Ability to remain calm, professional, and solution-focused when managing customer issues
  • Strong organisational skills and the ability to manage workload independently in a remote environment
Platforms & Tools (Essential)
  • Experience using customer support platforms or helpdesk systems
  • Experience using VoIP or online calling platforms for customer communication
  • Experience using live chat support alongside email-based customer service
  • Comfortable using standard productivity tools such as Microsoft 365 or Google Workspace
  • ​Personal Attributes
  • Reliable availability aligned primarily with UK business hours, with flexibility to adjust where required based on customer demand, call volumes, or live commerce campaign activity
  • Customer-first mindset with confidence communicating directly across phone, email, chat, and social channels
  • Ability to follow established processes and documentation while maintaining consistently high service standards across brands