About this role
NeoWork is looking for a Customer Support Representative to provide exceptional customer service for a UK-based consumer brand. You'll be responsible for handling customer enquiries across email and social media, resolving issues promptly, and ensuring every interaction reflects the brand's voice and values.
You'll work closely with internal teams to provide accurate information, resolve customer concerns, and deliver a seamless customer experience. The role also involves identifying recurring customer issues and contributing to improvements in support processes and service quality.
The ideal candidate is customer-focused, an excellent communicator, and comfortable supporting customers across multiple digital channels in a fast-paced consumer brand environment.
What You'll Do
Email Support (50%)Manage customer inquiries through emailResolve customer issues and provide accurate solutionsHandle complex cases requiring internal coordinationDocument customer interactions and case detailsIdentify recurring issues and customer feedback trendsSocial Media Support (50%)Respond to customer inquiries, comments, and complaintsResolve issues while maintaining brand consistencyEscalate urgent or sensitive concerns when neededMonitor social sentiment and emerging customer issuesMaintain a professional and consistent brand voiceCross-ChannelMeet individual and team performance targetsAdapt communication based on channel and customer needsCollaborate with internal teams to resolve customer concernsMaintain consistent service quality across all channelsRequirements
At least 3 years of proven experience in customer support, customer service, or community management100% fluent English, written and verbal, with the ability to adjust tone and style by channelPrior experience supporting a D2C (direct-to-consumer) brandExperience with Shopify and Gorgias required; experience with Recharge is a plusProficiency in Office 365 and Google Workspace, alongside the platforms aboveStrong attention to detailAbility to use initiative and make sensible decisions when resolving customer issuesProactive mindset: someone who spots problems, raises concerns, and suggests solutions instead of solely relying on guidelines, recognizing that not every solution is right for every customerQuick learner, able to pick up new products, processes, and systems quicklyAbility to prioritize and manage multiple queries effectively while maintaining the same high standard of service and tone of voice, particularly during busy periodsBenefits
Health Maintenance Organization (HMO) after 3 monthsExtra Holiday PayPaid Time Off (PTO)Mental Health LeaveGeneral Leave CreditsBirthday LeaveGym Stipend AllowanceRemote work setupPeople-first company culture and supportive team environment