Customer Support Specialist – Email Management

We're seeking an experienced Customer Support Specialist to join our team, with a primary focus on email customer support and inbox management. You’ll be joining an ecommerce business and working as part of our wider Customer Support team, helping us provide efficient, accurate, and high-quality support to our customers. This role will involve managing customer enquiries through our customer support inbox, responding to customers efficiently and professionally, resolving issues, and ensuring conversations are correctly organised, prioritised, and followed through to resolution. You will work alongside our wider Customer Support team, with guidance and support from the Customer Support Manager and senior team members. We are looking for someone who can commit to 35+ hours per week, spread across 6 days. Weekend availability is preferred. ### The ideal candidate will have: - Proven experience in ecommerce customer support - Strong experience managing a high-volume customer support inbox - Excellent written English and a friendly, clear, and professional communication style - Experience handling customer enquiries relating to orders, shipping, returns, refunds, exchanges, and product questions - Excellent organisational and inbox management skills - Strong attention to detail - The ability to prioritise customer enquiries effectively - Experience using ecommerce and customer support platforms - Proficiency with Google Sheets - The ability to work autonomously, use good judgement, and manage priorities efficiently - Fluency in spoken and written English ### Key responsibilities: - Manage and respond to customer enquiries through the customer support inbox - Provide clear, accurate, friendly, and professional responses in line with our brand tone and customer support standards - Handle enquiries relating to orders, shipping, delivery issues, returns, refunds, exchanges, product questions, and other customer concerns - Maintain an organised inbox and ensure conversations are correctly prioritised, followed up, and resolved - Identify urgent or sensitive customer issues and escalate them to the senior team when required - Review customer and order information carefully before responding - Resolve customer concerns proactively where possible and provide appropriate solutions - Follow internal customer support processes, policies, and procedures - Maintain accurate customer information and records where required - Use Google Sheets and other internal tools to manage relevant customer information - Identify recurring customer issues, complaints, or trends and flag them to the senior team - Provide high-quality support that improves customer satisfaction and helps prevent avoidable complaints, returns, or escalations - Work efficiently while maintaining a high standard of accuracy and customer care We're looking for someone who is comfortable managing a busy inbox, can communicate professionally with customers, and is able to balance speed with accuracy and attention to detail. The ideal candidate will be able to work independently, recognise when an issue requires escalation, and take ownership of customer conversations through to resolution. If you have a strong track record in ecommerce customer support and email management, we'd love to hear from you. Please include examples of your relevant experience in your application, particularly experience managing high-volume ecommerce customer support inboxes and the customer support platforms you have previously used.