About the role
We're looking for someone who can take ownership of customer service and support day-to-day operations for our ecommerce store selling wall art. You'll be the first point of contact for customers and ensure orders move smoothly through OrderDesk, Shopify, Etsy, Amazon, and our print partners. This role suits someone confident with computers and organised.
Responsibilities
Customer Support
* Reply to all customer contact via Gorgias
* Resolve issues with print partners (damages, replacements, delivery problems across multiple print partners)
* Handle returns, refunds, and tracking updates
Order & Operations
* Monitor and ensure orders route correctly through OrderDesk automations
* Troubleshoot order errors (failed imports, missing tracking, supplier issues)
* Add or update product information in Shopify when needed
* Follow SOPs and keep records accurate and up to date
General Admin
* Produce simple reports (refunds, delays, recurring issues, trends)
* Assist with product uploads (Shopify + Etsy)
* Support with other tasks that require problem-solving and computer skills
Skills required
* Strong computer skills — quick to learn new systems
* High attention to detail
* Excellent written English
* Solution-focused — able to figure things
* At a minimum: confident using Gmail, Word, and Sheets
* Bonus: experience with Shopify, Etsy, OrderDesk, Gorgias, or Amazon
* Comfortable taking ownership
Nice to have (not essential)
* Ecommerce or print-on-demand experience
* Familiarity with automation tools or feed management
Type of person who fits
* Takes pride in doing things right the first time
* Happy switching between tasks
* Enjoys improving processes and solving problems
* Works independently and takes initiative
Hours & Pay
* 20 hours per week to start (with potential to increase)
* Hybrid: mix of home working and time in our Newhaven (Edinburgh) office
* Competitive hourly rate based on experience
How success will be measured
* Speed and quality of customer responses
* Accuracy of order routing and reduced errors
* Proactive reduction of repeated issues
Application question(s):
* What do you do — or what tools/shortcuts do you use — to work faster and more efficiently during your day?
* Describe your approach when you're unsure how to complete a task. What do you do before asking for help?
* How do you track tasks so that nothing is missed or forgotten?
* A supplier rejects a claim for a damaged print because they say the photos aren't clear enough. What's your next step?
* Give an example of a time you used AI to speed up or improve your work. What was the task, and what was the outcome?
Job Type: Part-time
Work Location: Hybrid remote in Edinburgh EH6 5QB