Customer Experience Advisor (E-commerce)

TL;DR

Customer Experience Advisor (E-commerce): Supporting a community of content creators and visual storytellers with an accent on personalized support and human judgment. Focus on managing complex buying, selling, and trading decisions and integrating AI tools into the support workflow.

Company

hirify.global is the largest global platform for used photography and videography equipment, transforming how people buy, sell, and trade gear.

What you will do

• Deliver personalized human support across chat, email, phone, and social channels using a branded tone of voice.
• Take end-to-end ownership of complex, high-impact customer queries to ensure supportive and reassuring resolutions.
• Utilize AI tools and copilots to enhance the speed, quality, and consistency of customer interactions.
• Collaborate cross-functionally to resolve specific or complex customer issues effectively.
• Analyze human and AI conversations to identify pain points and iteratively improve support tools and processes.

Requirements

• Demonstrated experience in customer support or customer-facing roles, preferably in a high-growth business.
• Experience working with CRMs and customer engagement platforms such as Intercom.
• Strong communication skills with a consultative, customer-first mindset and deep empathy.
• Proven ability to think critically and navigate ambiguity with sound judgment.
• Resilience and professionalism when handling sensitive or challenging situations.
• Comfort with technology and an openness to working alongside AI-assisted systems.

Nice to have

• Experience with AI-supported customer service tools.
• Background in process improvement or content/knowledge base management.
• Interest in or knowledge of photography equipment.
• Proficiency in additional languages.

Culture & Benefits

• 25 days annual leave plus bank holidays and one wellbeing day off per year.
• Private healthcare and a 5% employer contributory pension scheme.
• Dog-friendly workplace and a buzzing social calendar.
• Access to the 'Learning Lab' with thousands of free courses for personal and professional upskilling.
• Two annual volunteer days for charities that align with company values.
• Access to EAP with various employee discounts.