Customer Support Specialist
Jirox Limited (MoverX Brand) · Rugby, CV21 1ED · Full-Time
£25,000 - £27,500 per annum · Monday–Friday, 09:30–17:30 · Immediate Start
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
We build brands people actually use.
At Jirox Limited, we don't just sell products — we imagine, design, and launch them from scratch. Our flagship brand MoverX delivers outdoor gear, foldable wagons, and camping accessories to customers across Amazon, eBay, Shopify, and major UK retailers including B&Q, Tesco, Mountain Warehouse, and The Range.
Everything happens in-house: concept research, prototyping, branding, packaging, supplier coordination, performance marketing, and logistics. We're a lean, fast-moving team — and we're growing.
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
The Role
We're looking for a Customer Support Specialist who's proactive, solutions-oriented, and genuinely cares about giving customers a great experience.
You'll be the frontline voice of our brands — handling enquiries, returns, refunds, and everything in between across multiple platforms. You'll work closely with our logistics and ecommerce teams to make sure every interaction is fast, accurate, and leaves the customer feeling looked after.
Reporting to: Operations Manager
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
What You'll Be Doing
𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝗻𝗾𝘂𝗶𝗿𝗶𝗲𝘀 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻
• Own all incoming customer communication via eDesk — responding quickly, accurately, and in line with our brand tone of voice
• Use AI-powered support tools (eDesk AI / PowerHelp) to increase efficiency while keeping a personal, human touch on complex queries
• Handle inbound phone calls, providing clear information on product specs, shipping, and general enquiries
𝗥𝗲𝘁𝘂𝗿𝗻𝘀, 𝗥𝗲𝗽𝗹𝗮𝗰𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗥𝗲𝗳𝘂𝗻𝗱𝘀
• Process and manage returns — tracking, logging, and ensuring items are handled correctly in our systems
• Coordinate replacements for faulty or damaged products, working with the warehouse team for fast dispatch
• Evaluate return requests against company policy to ensure fair, consistent outcomes
• Authorise and issue refunds accurately through our payment gateways and ecommerce platforms
𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 & 𝗖𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁
• Maintain accurate records of all customer interactions, disputes, and resolutions
• Spot recurring product issues or customer pain points and flag them to the Product Development team
• Contribute to Help/FAQ content on our brand websites to reduce repeat enquiry volume
𝗖𝗿𝗼𝘀𝘀-𝗧𝗲𝗮𝗺 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻
• Work with logistics to track delayed shipments and proactively update customers
• Help maintain high CSAT scores and positive marketplace feedback ratings across all channels
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
What We're Looking For
• Helpdesk experience — you've used eDesk, Zendesk, Freshdesk, or similar
• AI-comfortable — you're happy using AI-assisted support tools to work smarter, not harder
• Strong communicator — excellent written and verbal skills with a professional phone manner
• Problem solver — calm under pressure, able to troubleshoot and resolve complaints effectively
• Organised — confident managing high ticket volumes without dropping the ball
• Tech-literate — comfortable navigating ecommerce platforms and internal systems
• Empathetic — you genuinely want to help customers and improve their experience
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
Why Join Us?
* Join a growing ecommerce brand with real momentum across major UK retailers
* Office-based role in Rugby — be part of a close-knit, collaborative team
* Opportunity to grow with the company as we scale
* Work with modern tools and AI-powered workflows
* Consistent hours (09:30–17:30, Mon–Fri) — no shift work, no weekends