Customer Experience Assistant (Ecommerce)

TL;DR

Customer Experience Assistant (Ecommerce): Delivering personalised customer support across email, phone, live chat and social media while managing the complete journey from enquiry to resolution with an accent on service quality, operational accuracy and cross-functional collaboration. Focus on managing Zendesk workflows, processing Shopify and NetSuite transactions, investigating fulfilment issues, and turning customer insights into improvements across ecommerce operations.

Location: Hybrid, with three days on-site each week at the head office.

Company

hirify.global is a fashion brand creating vintage-inspired clothing with original hand-painted prints and inclusive sizing, operating stores across London, New York and Ireland.

What you will do

• Provide warm, personalised and professional support across email, telephone, live chat and social media.
• Own customer enquiries, complaints and investigations from initial contact through resolution while meeting service-level and satisfaction KPIs.
• Manage Zendesk tickets and process refunds, returns, exchanges and order amendments accurately across Shopify, NetSuite and internal systems.
• Coordinate with warehouse and third-party logistics partners on fulfilment, delivery and returns issues, including fraud prevention reviews.
• Monitor reviews, surveys and social feedback to identify trends, recurring problems and opportunities for process improvement.
• Support ecommerce launches, product updates, size guides, customer-generated content and website support pages while collaborating with retail, marketing, operations and other teams.

Requirements

• Previous experience in customer experience, customer service or hospitality; premium fashion, retail or lifestyle experience is preferred.
• Excellent written and verbal communication with a warm, empathetic and solutions-focused approach.
• Ability to prioritise multiple tasks and communication channels in a fast-paced environment.
• Strong attention to detail and accuracy when handling customer and financial transactions.
• Confidence using multiple systems and willingness to learn new technology, including Zendesk, Shopify and NetSuite.
• Ability to remain calm under pressure, take ownership of customer outcomes and collaborate across teams.

Culture & Benefits

• Hybrid working with three days on-site each week.
• 25 days of annual leave plus bank holidays.
• Staff discount across hirify.global collections and early access to sample sales.
• Team socials and a collaborative culture built around entrepreneurial spirit, curiosity and working better together.
• Health cash plan covering optician, physiotherapy and dental expenses.