We're looking for a Customer Support Agent to join TouchNote
from November 2025 to January 2026
, helping us through our busiest and most magical time of year - Christmas
This is a hybrid role with
1 day a week in our Shoreditch office
and the rest from home.
Weekend shifts may be required
. We'll provide all the kit you need to work both in the office and remotely.
This role is all about keeping things running smoothly during peak season. Our customers need fast, reliable help, and you'll play a big part in making sure they get it - efficiently and to the highest standard.
What you'll do:
* Handle a high volume of customer queries via email, responding quickly and clearly.
* Deliver first-class support, even under pressure, keeping things friendly, personal, and professional.
* Support every step of the customer journey - product questions, delivery tracking, and aftercare.
* Work efficiently while maintaining excellent attention to detail - especially when it's busy.
* Troubleshoot app and website issues, escalating bugs when needed.
* Collaborate with teammates and internal teams to get customer issues resolved fast.
* Uphold data security and GDPR standards.
What we're looking for:
* 1+ years of written customer support experience.
* Confident using Freshdesk (or Zendesk), Slack, and G-Suite.
* A clear, friendly communicator who thrives in a fast-paced environment.
* A proactive problem-solver who can balance efficiency with quality.
* Organised, reliable, and able to work under pressure while keeping standards high.
* Flexible, positive, and a team player - especially during peak times.