Customer Service Agent for an E-Commerce Company in the UK

289697

Description
The client is a rapidly growing e-commerce brand specializing in premium backyard screens, fencing, and outdoor privacy solutions. As the company prepares for significant seasonal growth, it is focused on delivering a high-quality customer experience through email and chat support, assisting customers with product measurements, installation planning, order updates, and shipping inquiries. The brand values professionalism, empathy, proactive communication, attention to detail, and maintaining a consistent customer experience across all interactions.

Responsibilities

• Manage customer inquiries via email and chat using Gorgias
• Handle order tracking, pre-order updates, damaged item claims, re-dispatches, and FedEx follow-ups through Shopify
• Provide professional, empathetic, consistent, and brand-aligned customer communication
• Escalate technical or product-specific inquiries to internal stakeholders when necessary
• Learn product specifications, measurements, and installation guidance over time to independently resolve technical inquiries
• Utilize macros, canned responses, and internal workflows efficiently
• Proactively identify issues, ask questions, and support process improvements as the business scales rapidly

Requirements/Qualifications

• Minimum 2 years of experience using Gorgias and Shopify
• Experience in construction management, fencing, backyard screens, decking, or similar technical/measurement-based industries is required
• Strong written English skills with excellent grammar, empathy, and attention to tone/detail
• Comfortable handling both administrative and light technical support inquiries
• Proactive, resourceful, and confident in taking initiative
• Ability to maintain professionalism and consistency in customer interactions within a fast-growing environment

Nice to have
Bachelor’s degree in Construction Management, Engineering, Architecture, or related technical fields is nice to have

Working conditions
 UK Timezone
8AM-5PM (BST)

If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!

 Who We Are: LTVplus – Your Global Remote Team
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

 When you join LTVplus Your Mission will be to:

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top-notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats.

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Your First 30-60-90 Days at LTVplus: What to Expect