Customer Experience Coordinator

About the Role

As we scale, maintaining our exceptional standards of service and operational efficiency is critical. We are looking for an Operations & Customer Experience Coordinator to take total ownership of our service delivery and logistics execution.

You will be the "Quality Controller" for our entire customer experience. Your role is to sit in the detail, ensuring that every interaction – whether a simple email or a complex delivery issue – meets our exacting brand standards. You will act as the bridge between our customers, our logistics partners, and our internal teams, relieving the Head of Customer & Community from day‑to‑day troubleshooting.

We need someone who is obsessed with the details and not afraid to pick up the phone. You won't just resolve issues; you will proactively audit our service channels, catch errors before they escalate, and personally ensure our delivery network is performing exactly as promised.

• Service Standards & Quality Control – be the Gatekeeper of Quality: ensure every customer receives a flawless, on‑brand experience.
• Micro‑Management of Detail – spot errors immediately (typos, missed shipping updates, lack of empathy) and correct them to ensure consistency across the board.
• Pick‑up‑the‑Phone Approach – jump on a call when a ticket involves a sensitive issue or a confused customer; a 2‑minute conversation can often fix what 10 emails cannot.
• Logistics & Escalation Management – Tier 2 resolution of complex operational issues (lost high‑value items, courier disputes, urgent resolutions).
• Courier Management – primary contact for delivery partners, chase missing parcels, investigate delays, hold couriers accountable.
• Commercial Decisions – authorize refunds, replacements, or goodwill gestures to protect brand reputation without constant sign‑off.
• Retailer Portal Management – own the administrative flow for key partners (John Lewis, Argos): login, order acceptance, slot booking, and 100% compliance to avoid fines.
• Returns Management – oversee end‑to‑end returns process: authorize returns, instruct 3PL on grading/restocking, process refunds in Shopify.
• Financial Integrity – audit delivery invoices against failed orders, cross‑reference courier charges to ensure we are refunded for service failures.

• A Confident Communicator – articulate and warm on the phone and over email; comfortable speaking to anyone from a frustrated customer to a busy warehouse manager.
• Obsessively Detailed – spot a double space or wrong tracking number instantly; "good enough" is not in your vocabulary.
• A Finisher – track tasks until they are 100% resolved.
• Customer‑Obsessed – understand that a "delivery exception" is someone waiting for a gift; take ownership of that emotion.
• Resilient – handle pressure of B2B deadlines and B2C expectations simultaneously without losing your cool.

• Experience:
  
  2+ years in Customer Support or E‑commerce Operations.
• Communication:
  Excellent verbal skills; comfortable handling escalations over the phone.
• Systems:
  Proficiency in Shopify is highly desirable. Experience with helpdesk software (Gorgias, etc.) is essential.

Logistics Knowledge:
Experience dealing with couriers, 3PLs, or freight forwarders.

• Competitive salary
• An impact from day one – work on ambitious projects that significantly affect our success.
• Unlimited holiday (self‑directed time off)
• Flexible home/hybrid working from our London HQ (at least 2 days WFH per week)
• Free MAGIC Mirror & accessories (worth £2k+)
• Mental health wellbeing support
• Hardware budget for brand‑new Mac Book or other
• Professional learning & development budget
• Exposure to investors, celebrity athletes
• Weekly free lunch club and daily free barista coffees (in office)
• All the fun: regular awesome socials