Customer Service Assistant – DTC Jewellery Brand

About the role

We are seeking a Customer Service Assistant to own our day‑to‑day support operations, handling email, returns, and social media interactions. You will be the primary point of contact for our customers and work closely with the founders to ensure a warm, fast, and caring experience.

Key responsibilities

• Manage the Gorgias inbox, responding to 30‑75 tickets daily with empathy and our brand tone.
• Review and process refund and exchange requests through our returns portal, keeping the process swift and flagging any policy abuse.
• Handle Instagram DMs and Facebook comments, directing sales or support queries to the appropriate channel.
• Maintain and improve the internal FAQ/macros library in Gorgias as new query types arise.
• Report recurring product, shipping, or sizing issues to the founders.
• Support other business areas such as creator coordination when needed.

Required profile

• 2+ years of customer service experience for an e‑commerce/DTC brand.
• 2+ years hands‑on experience with Gorgias.
• Excellent written English and strong empathy.
• Comfortable using a returns/exchange portal.
• Experience responding to brand DMs/comments on social media.
• Reliable full‑time availability during UK business hours (9 am‑5 pm GMT).

Required skills

• Gorgias ticketing platform
• Instagram
• Facebook

What we offer

• Base pay of $7 per hour (minimum 25 hours per week).
• Performance bonus linked to monthly Trustpilot scores: $100 for 4.6+, $200 for 4.7+.
• Opportunity to shape the customer experience of a fast‑growing jewellery brand.