Customer Experience Specialist

The GelBottle Inc. is on an exciting growth journey and were looking for a Customer Experience Specialist to be part of our vibrant founder-led company. If youre passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands this is your chance to make a significant impact!

As part of our Customer Experience team youll support customers across phone email and digital channels helping with everything from orders and product advice to application support and issue resolution - all while delivering a brilliant customer experience at every touchpoint.

If you love helping people communicating confidently and thrive in a busy environment where no two days are the same this could be the perfect role for you.

Your Role:

• Be the go-to voice of the brand supporting customers across phone email and digital channels.

• Handle a high volume of customer queries with confidence empathy and professionalism.

• Help customers with orders deliveries returns and account queries delivering quick and effective resolutions.

• Provide clear advice on products specifications and application support.

• Manage digital tickets efficiently keeping response times high and customers updated every step of the way.

• Work closely with internal teams to solve more complex issues and deliver a seamless customer experience.

• Support customers with placing orders tracking shipments and managing their accounts.

• Monitor customer feedback across digital channels while maintaining a friendly professional brand tone.

• Spot recurring trends and share ideas to improve processes FAQs and the overall customer journey.

About you:

Were looking for someone with proven experience in a fast-paced customer experience or support role who loves helping people and thrives in a busy environment. Youll be a confident communicator able to manage multiple queries at once while delivering a professional customer-first experience across phone and digital channels.

What youll bring:

• Experience in a customer experience or support role within a fast-paced environment.

• An interest in beauty cosmetics or the professional nail industry is highly desirable.

• Strong communication skills with the confidence to build great customer relationships across phone and digital channels.

• A proactive solutions-focused mindset with the ability to stay calm under pressure.

• Confidence managing multiple customer queries at once while keeping service levels high.

• A collaborative approach and genuine passion for delivering brilliant customer experiences.

• Comfortable using digital systems ticketing platforms and order management tools.

• Experience with Zendesk Gorgias or NetSuite would be a bonus.
  

Why TGB

At TGB were driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team members contributions and offer a range of rewards and recognition to celebrate your achievements.

What we can offer you:

Hybrid working

Yearly company bonus

1000 yearly personal development fund

5 study days a year

25 days holiday bank holidays

Daisy days (extra 2 days off throughout the year)

Holiday purchase scheme (5 days)

Birthday bonus (after one years service)

Enhanced maternity Leave

Long service award (additional holiday allowance)

3 months sabbatical offered upon 3 years service

Healthcare cash plan (via. Health Shield)

Electric car lease scheme (via. salary sacrifice)

Discount on spa treatments and consumer products

Life assurance pension scheme

Regular funded company events

Season ticket loan

What happens next

1. Apply!

2. Screening call with our Talent team (30min)

3. Interview with hiring manager (30min)

4. Practical interview (Brighton HQ 1hr)

Please note: We may close this role early if we find the right person sooner than expected - so if youre interested we want to hear from you soon.