About the role
The GelBottle Inc. is on an exciting growth journey, and we're looking for a Customer Experience Specialist to be part of our vibrant, founder-led company. If you're passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands, this is your chance to make a significant impact!
As part of our Customer Experience team, you’ll support customers across phone, email and digital channels, helping with everything from orders and product advice to application support and issue resolution - all while delivering a brilliant customer experience at every touchpoint.
If you love helping people, communicating confidently and thrive in a busy environment where no two days are the same, this could be the perfect role for you.
Your Role
* Be the go-to voice of the brand, supporting customers across phone, email and digital channels.
* Handle a high volume of customer queries with confidence, empathy and professionalism.
* Help customers with orders, deliveries, returns and account queries, delivering quick and effective resolutions.
* Provide clear advice on products, specifications and application support.
* Manage digital tickets efficiently, keeping response times high and customers updated every step of the way.
* Work closely with internal teams to solve more complex issues and deliver a seamless customer experience.
* Support customers with placing orders, tracking shipments and managing their accounts.
* Monitor customer feedback across digital channels while maintaining a friendly, professional brand tone.
* Spot recurring trends and share ideas to improve processes, FAQs and the overall customer journey.
About you
We’re looking for someone with proven experience in a fast-paced customer experience or support role who loves helping people and thrives in a busy environment. You’ll be a confident communicator, able to manage multiple queries at once while delivering a professional, customer-first experience across phone and digital channels.
What you'll bring
* Experience in a customer experience or support role within a fast-paced environment.
* An interest in beauty, cosmetics or the professional nail industry is highly desirable.
* Strong communication skills with the confidence to build great customer relationships across phone and digital channels.
* A proactive, solutions-focused mindset with the ability to stay calm under pressure.
* Confidence managing multiple customer queries at once while keeping service levels high.
* A collaborative approach and genuine passion for delivering brilliant customer experiences.
* Comfortable using digital systems, ticketing platforms and order management tools.
* Experience with Zendesk, Gorgias or NetSuite would be a bonus.
Why TGB?
At TGB, we’re driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach, fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team member's contributions and offer a range of rewards and recognition to celebrate your achievements.
What we can offer you
* Hybrid working
* Yearly company bonus
* £1,000 yearly personal development fund
* 5 study days a year
* 25 days holiday plus bank holidays
* 'Daisy days' (extra 2 days off throughout the year)
* Holiday purchase scheme (+5 days)
* Birthday bonus (after one year’s service)
* Enhanced maternity leave
* Long service award (additional holiday allowance)
* 3 month’s sabbatical offered upon 3 years’ service
* Healthcare cash plan (via Health Shield)
* Electric car lease scheme (via salary sacrifice)
* Discount on spa treatments and consumer products
* Life assurance plus pension scheme
* Regular funded company events
* Season ticket loan
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