Customer Support Specialist (Shopify, Gorgias, Subscription Experience)

We’re a fast-growing UK-based women’s wellness brand (Neuaura) looking for a high-quality Customer Support Specialist to join our team and help deliver a best-in-class customer experience. We serve thousands of women across the UK and are building a brand centred around trust, care, and long-term customer relationships — not just transactions. This is not a basic support role. We are looking for someone who genuinely cares about customers, understands retention, and can represent our brand at a high level. Your Role: You’ll be responsible for managing day-to-day customer interactions and ensuring every customer feels supported, understood, and confident in our products. Key responsibilities include: Responding to customer emails and tickets via Gorgias Handling subscription queries (skips, cancellations, billing issues) Advising customers on products in a non-pushy, supportive way Managing delivery issues, refunds, and complaints professionally Identifying common customer issues and feeding insights back to the team Supporting review generation and customer satisfaction initiatives What We’re Looking For: Strong written English (this is critical) Experience in Shopify + Gorgias (or similar helpdesk tools) Experience handling subscription products (Loop, Recharge, etc. is a bonus) Calm, empathetic, and solutions-focused communication style Ability to follow tone of voice guidelines while still sounding human High attention to detail and organisation Proactive mindset — not just answering tickets, but improving systems Bonus Points If You: Have worked with wellness, supplement, or DTC brands Understand retention, LTV, and subscription businesses Have helped build or improve support macros / AI flows Can identify patterns in customer feedback and suggest improvements Tone of Voice (Important): Our brand voice is: Warm, supportive, and friendly Never robotic or corporate Encouraging and positive Focused on helping, not selling Hours & Commitment: Part-time or full-time (flexible depending on candidate) Must be responsive and reliable Ideally able to overlap with UK hours To Apply: Please include: A short introduction about yourself Your experience with Shopify / Gorgias / subscriptions Example of a customer support response you’ve written Why you’d be a great fit for this role