We're hiring an
E-Commerce Customer Experience Executive
to lead gee's digital customer journey across email, WhatsApp, and social media.
* Full-time · In-house (Cheadle Hulme, Manchester)
* Flat salary + performance-based bonus
* Company: gee
This is not a call-centre role. This is a hands-on, fast-paced role for someone who understands the customer journey, from first point of contact to the final thank you. You'll manage escalations (complaints, refunds, disputes, courier issues) while also representing gee externally through gifting and customer touch points
AI will handle day-to-day FAQs. Your job is to step in where human judgment, empathy, and professionalism are essential and to make sure our systems, processes, and tone remain consistently premium.
If you're highly organised, detail-oriented, motivated by excellence in customer care, and excited to help build a premium brand from the inside, this is a unique opportunity to shape how gee is experienced by clients around the world.
About gee
gee is a premium hair extension brand trusted by iconic women around the world, including Anne Hathaway, Rebel Wilson and Eva Longoria. We've recently won three major hair industry awards, including a
Marie Claire Hair Award
.
Our mission is to help women feel like the most confident version of themselves. Every product we design and every interaction we have is built around that transformation.
We're a founder-led brand with big ambitions. Our team is small but mighty, and as our community continues to grow, we're seeking a self-led, experienced
E-Commerce Customer Experience Executive
to take full ownership of all customer touch points.
Key Responsibilities
* Handle escalations across email, WhatsApp, and social media.
* Manage refunds, returns, exchanges, complaints, and chargebacks (prior experience essential).
* File and follow up on courier claims and delivery disputes.
* Step in to support fulfillment when needed to ensure orders run smoothly.
* Create and refine AI responses, keeping templates accurate and on-brand.
* Manage gifting logistics, liaising with stylists and creators.
* Proactively build and nurture relationships with salons, stylists, agencies, and influencers.
* Track customer insights and return patterns, flagging opportunities for improvement.
* Report on KPIs, such as resolution rates, chargeback outcomes, and customer satisfaction.
* Build loyalty by maintaining gee's luxury tone and professionalism in every interaction.
What We're Looking For
* 3+ years' experience in e-commerce customer service (online only).
* Proven success with chargebacks/disputes (can evidence wins or reduced loss rates).
* Experience with Helpdesk tools and e-commerce platforms.
* Confident across multi-channel communication: email, WhatsApp, and social media.
* Strong writing skills with flawless UK grammar and a polished, luxury tone.
* Experience in sales outreach, ideally in beauty, fashion, or e-commerce.
* Independent and proactive - able to prioritise, make decisions, and own outcomes.
Nice-to-haves:
Gifting, or building/maintaining customer service resources (SOPs or FAQs).
Who You Are
* Professional, positive, and empathetic in how you communicate.
* Organised and reliable - you don't need chasing or reminding.
* Open to constructive feedback and committed to continuous improvement.
What Makes gee Different
At gee, we're building something with real momentum, and everyone in the team plays a vital role in that. We're small, we move fast, and we care deeply about the details.
You won't be micromanaged. You'll be trusted to lead, take initiative and bring your best every day. If you're focused, driven, and excited by the idea of shaping a founder-led luxury brand, you'll thrive here.
Great performance is rewarded with both autonomy and incentive. A bonus is available based on customer experience performance and KPIs.
A Message from Cindy, Operations Manager
"At gee, exceptional customer service has been at the heart of our brand. It's how we connect with our community, create trust, and ensure every woman feels confident with every product. Until now, I've personally managed this, but
it's time to hand it over to someone who can take full ownership and lead the next stage of our client journey.
We're looking for someone who wants to take the reins and own the customer journey. You'll work closely with me, but I'll trust you to shape the way we serve our customers and ensure every interaction reflects the luxury experience we stand for. If you're passionate about delivering exceptional customer service, have a keen eye for improvement, and are excited to grow with a premium brand, I'd love to hear from you."
Salary
£28,000–£35,000 depending on skills, experience and ownership level. Great performance is rewarded with autonomy, progression, and incentive.