Digital Customer Service Specialist Full-time · In-house (Cheadle Hulme) Flat salary + performance-based bonus Company: gee www.geehair.com www.instagram.com/geehair We’re hiring a Customer Service Specialist to own gee’s digital customer experience across email, WhatsApp, Instagram DMs and FaceTime. This is a hands-on, fast-paced role for someone who understands the customer journey, from first point of contact to the final thank you. You’ll thrive in a position where you own the experience, ensuring seamless and thoughtful service at every stage. You’ll also represent the brand externally, working with celebrity stylists, influencers and UGC creators, and play a key role in how the brand is perceived online. If you’re highly organised, detail-oriented, and excited to help build a premium brand from the inside, this is a unique opportunity to lead and grow. About gee gee is a premium hair extension brand trusted by iconic women around the world, including Anne Hathaway, Rebel Wilson and Eva Longoria. We’ve recently won three major hair industry awards, including a Marie Claire Hair Award. Our mission is to help women feel like the most confident version of themselves. Everything we do, from the products we design to the content we create, is built around that transformation. We’re a founder-led brand with big ambitions. Our team is small but mighty, and as our community continues to grow, we’re seeking a self-led, experienced Customer Service Specialist to take full ownership of all customer touch points. Key Responsibilities: • Be the first point of contact for all customer touch points: email, WhatsApp, FaceTime, Instagram, Facebook, and TikTok • Provide expert guidance on colour matching and recommend the best hair extensions for every customer’s needs • Handle enquiries, complaints, returns, and order updates with professionalism and empathy • Own the customer experience and maintain our luxury standards in every interaction • Manage and improve messaging templates to ensure consistency with the brand’s tone of voice and high standards • Manage card disputes with clarity (prior experience required) • Spot patterns and trends in customer feedback, flagging areas for internal improvement • Collaborate closely with the fulfilment team to ensure smooth processes and resolve issues promptly • Engage with our community to build lasting connections and loyalty • Own and report on KPIs including response times, resolution rates, CSAT/NPS, and chargeback win rates • Continuously look for ways to improve processes, templates, and tools to make the customer experience more efficient and consistent. What We’re Looking For: • 3+ years in e-commerce customer service (online only - not store/retail). • Hands-on with Shopify and at least one inbox/helpdesk. • Multi-channel: email, WhatsApp, Instagram DMs; comfortable on FaceTime. • Chargebacks/disputes experience (can evidence wins or reduced loss rate). • Writes in a polished, luxury tone; flawless UK grammar and detail. • Thrives working independently without micro-management; able to prioritise, make decisions, and flag issues early. Nice-to-haves: colour-matching experience or familiar with extensions. Experience building and maintaining knowledge bases, SOPs, or FAQ resources. Who You Are • Professional, discreet, and positive in how you communicate - both with customers and colleagues. • Organised and reliable: you don’t need chasing or reminding. • Open to constructive feedback and committed to continuous improvement. What Makes gee Different At gee, we’re building something with real momentum, and everyone in the team plays a vital role in that. We’re small, we move fast, and we care deeply about the details. You won’t be micromanaged. You’ll be trusted to lead, take initiative and bring your best every day. If you’re focused, driven, and excited by the idea of shaping a founder-led luxury brand, you’ll thrive here. Great performance is rewarded with both autonomy and incentive. A bonus is available based on customer experience performance and KPIs. A Message from Cindy, Operations Manager “At gee, exceptional customer service has been at the heart of everything we’ve built. It’s how we connect with our community, create trust, and ensure every woman feels confident with every product. Until now, I’ve personally managed our customer service experience, but I’m ready to hand it over to someone who will take full ownership and lead this critical function. We’re looking for someone who wants to take the reins and own the customer journey. You’ll need strong attention to detail, a proactive mindset, and the ability to manage multiple touchpoints with care and professionalism. You’ll work closely with me, but I’ll trust you to shape the way we serve our customers and ensure every interaction reflects the luxury experience we stand for. If you’re passionate about delivering exceptional customer service, have a keen eye for improvement, and are excited to grow with a premium brand, I’d love to hear from you.” Salary £29,000 to £31,000 depending on skills, experience and ability to take ownership. Your offer will be tailored based on what you bring to the role. If you have slightly less experience but are ambitious, proactive and ready to grow, please still apply. We’re open to supporting the right person as they grow into full managerial ownership. How to Apply Please send your CV and a short note (no cover letter needed) explaining: 1. Why this role excites you 1. Which e-commerce tools you’ve used (Shopify, Gorgias/Zendesk, etc.) 1. One example of a customer problem you solved independently.