INTL CX Ops Support Specialist - London

Location: London Office, London, United Kingdom; hybrid, with 2–3 days in the office per week. Must be based in London.

Company

hirify.global is a global apparel brand creating technically innovative underwear, loungewear, shapewear, and essentials.

What you will do

• Provide customer support through email, chat, SMS, and social media.
• Investigate complex customer escalations involving delivery, fulfillment, inventory, policies, and retail operations.
• Manage shipping exceptions, carrier investigations, lost-package claims, queue management, and issue tracking.
• Partner with warehouse, transportation, returns, e-commerce, technology, retail, and customer experience teams across international and US operations.
• Investigate chargebacks, claims, lost packages, and high-risk orders to support fraud prevention and reduce operational risk.
• Support reporting, damage analysis, service-disruption communications, and workflow improvements across EMEA.

Requirements

• 2–4+ years of experience in e-commerce, customer service, retail operations, or a related field.
• Strong problem-solving, organizational, and communication skills.
• Proficiency in Excel or Google Sheets.
• Experience with customer service platforms; familiarity with Kustomer is a plus.
• Experience with fulfillment issues, claims, fraud reviews, or operational escalations is preferred.
• Fluent English and the ability to provide occasional evening or weekend operational support; must be based in London.

Nice to have

• Additional European languages.
• E-commerce operations experience.
• Warehouse, logistics, or 3PL experience.
• Retail or flagship support experience.
• Cross-functional experience across operations and customer support teams.

Culture & Benefits

• Inclusive, collaborative, high-performance working environment.
• Private Medical Insurance.
• Group Life Assurance and Income Protection.
• Critical Illness coverage and Pension Scheme.
• Access to Modern Health and ClassPass.

Hiring process

• Application and initial potential review.
• Recruiter screening followed by a hiring manager Teams interview.
• On-site stage, reference check, and hiring decision.