Customer Support Executive

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