Customer Support Specialist

About This Opportunity

We are representing a confidential client in the e-commerce technology sector who is seeking a Customer Support Specialist to join their team in London. This is an exciting opportunity to work with a platform that enables global commerce operations for modern brands.

As the frontline support contact, you'll help merchants resolve issues quickly and effectively while acting as a bridge between customers and internal product, operations, and engineering teams. This role combines customer advocacy with technical problem-solving—you'll troubleshoot platform questions, educate users, and contribute to improving the overall support experience as the organisation scales.

Responsibilities

• Respond to merchant inquiries across email and dashboard channels with clarity and professionalism
• Troubleshoot issues related to returns, shipping, payments, and platform configuration
• Investigate complex cases escalated by the customer experience team
• Collaborate with product, operations, engineering, and account management teams to resolve customer issues
• Support merchants with account setup, onboarding questions, and best-practice guidance
• Document recurring issues and refine internal processes to improve response times and accuracy
• Maintain and update internal and external knowledge base articles
• Capture customer feedback and ensure it reaches the appropriate internal teams

What We're Looking For

• 2-3+ years of experience in customer support, ideally in SaaS, e-commerce, logistics, or similar fast-paced environments
• Strong troubleshooting skills and ability to break down problems clearly
• Familiarity with e-commerce platforms such as Shopify, BigCommerce, or WooCommerce
• Basic understanding of shipping carriers, customs requirements, or returns flows is a plus
• Empathy, patience, and calm approach to challenging conversations
• Ability to multitask, prioritise, and stay organised under pressure
• Comfortable collaborating across multiple internal teams and escalating issues appropriately
• Curiosity and willingness to learn new tools and processes quickly
• Experience with Intercom or similar support platforms is a bonus

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and conduct an initial screening conversation. If there's a strong mutual fit, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly—all communication should flow through our recruiting team to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure equitable access to opportunities.