Customer Experience Specialist
Customer Experience Specialist
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1 Vacancy
Job Description
We are seeking a dedicated Customer Experience Specialist to join our UK team. In this role youll help us deliver genuinely meaningful support not just to customers but also to the bookshops and partners we work with. Its a role where empathy clarity and care make a real difference.
We use the term specialist because we believe in going the extra mile. Our 5-star Trustpilot rating reflects the quality of care we aim to deliver in every interaction.
Were building a team made up of people with different perspectives identities and experiences and wed love you to be a part of it. Your work will help drive the growth of our mission and strengthen the connection between readers and local bookshops.
Role Overview
- Location: Remote within the UK
- Hours: Full-time 40 hours/week Monday to Friday
- Reporting to: Ollie Customer Strategy & Experience Manager
- Travel Expectations:
- Quarterly team meetups in London (occasionally more frequent)
- Occasional in-person activities such as bookshop visits and annual UK industry events
- Note: youll always be given advance notice of travel requirements. While were flexible when unexpected circumstances arise we do expect team members to attend the majority of our in-person gatherings. As a general guide attending 80% or more is our benchmark. If regular attendance isnt feasible for you this role may not be the right fit. covers all travel accommodation and meal costs for work-related events.
Responsibilities
- Serve as a passionate advocate for and the independent bookshops we support
- Engage with customers primarily via email and social media
- Resolve customer queries and complaints with empathy and efficiency
- Provide proactive updates about order statuses delays and stock issues
- Work with partners including bookshops and our distribution centre to resolve problems and improve processes
- Spot and address recurring issues in customer feedback
- Contribute to cross-functional projects such as email newsletters refining support materials working with bookshops to enhance their performance or operational updates
- Adapt to changes were a growing company and responsibilities may evolve. If youre wondering is this part of my job the answer is often lets figure it out together
Requirements
- What Youll Need (or Be Willing to Learn):
- 12 years of customer service or support experience (e-commerce or book industry experience is a plus)
- Exceptional written communication skills clear friendly empathetic confident
- Strong initiative and comfort working independently in a remote team
- Calm and organised under pressure especially during busy periods
- Proactive mindset with problem-solving skills
- Tech-savvy confident using digital tools and learning new systems
- Comfortable supporting customers via email now with openness to future channels like chat phone or video
- Enthusiasm for mission and values
- Bonus Skills (Nice to Have):
- Familiarity with G-Suite (Google Docs Sheets etc.)
- Experience using Freshdesk or a similar support platform
Benefits
- Salary: 26200 (or 28800 if you live and work from home within Greater London). We follow Real Living Wage benchmarks to ensure fair compensation (though were not formally accredited).
- 25 days of holiday (plus UK bank holidays)
- Quarterly in-person meetups in London (occasionally more frequent)
- Remote-first working: work from anywhere in the UK
- Flexible daily schedule: must be available to start by 9:30am
- Book budget to support your reading and learning
- Pension scheme
- Company MacBook provided
- Bike2Work Scheme: save up to 43.25% on the cost of bikes and cycling equipment
- Be part of a B-Corp: join a certified ethical business supporting local bookshops and community-driven retail
Inclusion at
We believe that books are for everyone and we want our team to reflect that.
We actively welcome applications from people of all backgrounds and identities. This includes but isnt limited to: people from racially or ethnically diverse backgrounds people from the LGBTQIA community people with disabilities or long-term health conditions caregivers neurodivergent individuals people from different socioeconomic backgrounds and those with non-traditional career paths.
If youre excited about this role but dont meet every single requirement please apply anyway. We value potential values alignment and transferable skills just as much as ticking boxes.
Additional Information :
Our Hiring Process
- Submit your application
- Complete a one-way video interview
- Complete a short assessment on communication and problem-solving
- 45-minute video interview with Ollie
- 30-minute video call with the Head of Operations or Managing Director
- Receive your offer
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
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