ABOUT JEWELLS:

Jewells is a fast-growing, design-led brand based in London, known for delivering high-quality, timeless jewellery pieces with a modern edge. Our team is passionate about crafting exceptional customer experiences at every touchpoint – from first click to unboxing. We’re on the lookout for a detail-oriented, proactive individual to join our Ecommerce & Customer Experience team to help us scale our operations and elevate the customer journey.

CUSTOMER SERVICE & EXPERIENCE

• Handle customer communications via Gorgias, providing friendly, efficient, and accurate responses across email, live chat, and social channels.
• Manage queries around order tracking, returns, exchanges, and product information.
• Ensure a seamless end-to-end customer experience, flagging common issues and suggesting improvements.
• Work closely with the marketing and product teams to align messaging, promotions, and product updates across customer service touchpoints.
• Contribute to the creation of FAQs, automated responses, and internal support documentation.

THE ROLE

As our Ecommerce Operations & Customer Experience Associate, you will sit at the intersection of backend ecommerce operations and front-facing customer service. You’ll be responsible for ensuring smooth order processing and fulfillment, while also being the go-to person for customer queries via our support platform, Gorgias. This hybrid role is perfect for someone who thrives in a fast-paced ecommerce environment, enjoys solving problems, and genuinely cares about delivering a high-quality customer experience.