Customer Experience Coordinator

Location: Remote Salary: £12.71 per hour Working hours: 12am - 8am (UK time) About us: Every refrigerated truck and trailer moving goods across the country has relied on diesel for decades. It's polluting, expensive, and the technology hasn't change. Two companies have dominated the market, selling the same legacy technology with minor updates. Sunswap makes the electric refrigeration that's replacing it - zero emissions, lower operating costs, built from the ground up for how fleets actually operate. We've gone from founding to manufacturing at scale globally in just six years. We built our own production facility in Surrey. We are trusted by major brands like Tesco, Ocado, Birds Eye, and Happy Eggs every single day. With units operating across the UK, France, Netherlands, Belgium, Chile, and Australia.  We've been named Sunday Times Best Place to Work 2024 and 2025. We've won awards for innovation, technology, and marketing excellence. We've secured backing from BGF, Barclays, and Clean Growth Fund. We've got the customers, the traction, and the momentum.  Now we're taking this British-engineered product global. Scaling manufacturing. Opening new markets. Building the team that will make legacy polluting technology obsolete across the world.  If you want to be part of a company that's setting new standards for the industry and scaling internationally, this is it. Job overview We are seeking a Night Customer Service Coordinator to provide overnight customer support and ensure service enquiries are managed efficiently outside of normal business hours. As the first point of contact during the night shift, you'll play a key role in delivering excellent customer service, coordinating urgent service requests, and ensuring critical issues are escalated appropriately. Working independently overnight, you'll monitor incoming customer enquiries, maintain accurate records, coordinate with internal teams and external service providers where required, and ensure all overnight activity is documented for seamless handover to the daytime team. Key responsibilities - Act as the first point of contact for overnight customer service enquiries via phone and email. - Log, triage, and manage customer cases in Sunswap's service management system, ensuring accurate records are maintained. - Assess the urgency of customer issues and coordinate appropriate responses in line with agreed service procedures. - Escalate critical or high-priority incidents to the relevant on-call technical or operational teams where required. - Keep customers informed with timely updates, managing expectations throughout the resolution process. - Liaise with service partners, engineers, and logistics providers to support overnight service delivery where necessary. - Monitor open cases throughout the shift and ensure all actions are accurately documented. - Prepare detailed handover notes for the daytime Customer Service and Technical teams to ensure continuity. - Identify recurring issues and highlight trends that may require further investigation or process improvements. - Ensure all customer interactions are handled professionally and in accordance with Sunswap's service, quality, and safety standards. Qualifications & experience - Previous experience in a customer service, service coordinator, helpdesk, or operations support role. - Comfortable working permanent night shifts and managing workload independently. - Excellent communication skills, with the ability to remain calm and professional in time-sensitive situations. - Strong organisational skills and the ability to manage multiple customer cases simultaneously. - Experience using CRM or service management systems is preferred. - Confident making decisions, prioritising workloads, and escalating issues appropriately. - Strong attention to detail with excellent written documentation skills. - Experience within a technical, engineering, logistics, fleet, or transport environment is desirable but not essential. - A proactive approach and commitment to delivering outstanding customer service.