Fully Remote (UK hours)
At GroupCards.io our mission is to bring teams closer, no matter where they are in the world.
Our product is used by millions of people every year, yet we’re still a small, dynamic team - which means you’ll have real ownership and your work will have an immediate impact.
We have a 4.8★ rating, but when things go wrong, customers really feel it:
“Added a gift card and the recipient is unable to redeem it”
“Their inbox contact form says up to 24 hours to respond which is not great when you've gifted a card for an occasion and they want to redeem it.”
“Setting up and signing the card was easy but sending it onto the recipient was not as obvious and not covered in the faqs”
Behind the scenes, our support systems are still evolving. Documentation is scattered and sparse, processes aren’t always clear, and too much lives in people’s heads.
If you enjoy bringing order to chaos, improving systems, and creating a support experience that actually scales, then read on...
Key Outcomes
- Customers receive fast, clear, and genuinely helpful responses
- Support is reliable and well-covered during UK working hours
- Systems in place to extend cover to international hours (US, Australia)
- Documentation is centralised, up-to-date, and actually used by the team
- Repetitive issues are reduced over time through better processes and tooling
- Customer satisfaction (CSAT) is implemented and improves consistently
- Customer facing documentation allows customers to resolve questions themselves
Responsibilities
- Handle customer support tickets (primarily email) with a high level of care and judgement
- Take ownership of more complex or escalated issues
- Identify recurring problems and proactively improve how they’re handled
- Create and maintain internal documentation and processes
- Build and maintain customer-facing help content (e.g. guides, FAQs, screenshots) to reduce inbound support and improve self-serve resolution
- Keep support resources updated as the product evolves
- Suggest and advocate for improvements to admin tools and internal workflows
- Monitor and respond to customer reviews, helping maintain a high-quality public customer experience
- Support hiring and onboarding of additional support team members as needed
Requirements
- Fluent, natural written English
- 3-5 years experience in customer support (ideally email-based)
- Comfortable creating documentation and improving processes
- Good judgement when handling edge cases or ambiguous situations
- Available during UK working hours
- Comfortable working remotely and as part of a small team
Perks of
- 25 days holiday (plus bank holidays)
- Competitive compensation
- Fully remote environment
- We’re a tiny team, so if you want to shape your role and make a significant contribution, Group Cards is the place for you.
- Opportunity to help shape the processes and define the next stage of growth
How to Apply & Application Process
- Please send your CV (ideally in PDF format) to
- Take home task for shortlisted applicants
- 1 hour call to go over task and go over live support request