About Jewells: Jewells is a fast-growing, design-led brand based in London, known for delivering high-quality, timeless jewellery pieces with a modern edge. Our team is passionate about crafting exceptional customer experiences at every touchpoint – from first click to unboxing. We're on the lookout for a detail-oriented, proactive individual to join our Ecommerce & Customer Experience team to help us scale our operations and elevate the customer journey. The Role As our Ecommerce Operations & Customer Experience Associate, you will sit at the intersection of backend ecommerce operations and front-facing customer service. You’ll be responsible for ensuring smooth order processing and fulfillment, while also being the go-to person for customer queries via our support platform, Gorgias. This hybrid role is perfect for someone who thrives in a fast-paced ecommerce environment, enjoys solving problems, and genuinely cares about delivering a high-quality customer experience. Key ResponsibilitiesEcommerce Operations • Manage and monitor order flow across back-end systems (Shopify, OMS, warehouse software, 3PL platforms). • Troubleshoot and resolve issues related to order processing, stock discrepancies, shipping delays, and fulfillment errors. • Liaise with logistics and fulfillment partners to ensure accurate and timely deliveries. • Assist with testing and implementing system integrations (e.g. new apps, automations, or platforms). • Track KPIs relating to delivery performance, returns, and customer satisfaction. Customer Service & Experience • Handle customer communications via Gorgias, providing friendly, efficient, and accurate responses across email, live chat, and social channels. • Manage queries around order tracking, returns, exchanges, and product information. • Ensure a seamless end-to-end customer experience, flagging common issues and suggesting improvements. • Work closely with the marketing and product teams to align messaging, promotions, and product updates across customer service touchpoints. • Contribute to the creation of FAQs, automated responses, and internal support documentation. Customer Loyalty & CRM (Bonus) • Assist with the execution and tracking of customer loyalty programmes. • Help manage review collection platforms (e.g. Trustpilot, Yotpo, etc.). • Support the setup and monitoring of CRM journeys to nurture repeat customers and elevate brand engagement. What We’re Looking For • 1–3 years experience in ecommerce, customer service, or operations (ideally within a consumer brand or DTC business). • Comfortable working across multiple platforms like Shopify, Gorgias, and fulfillment/OMS tools. • Excellent written and verbal communication skills. • Strong attention to detail, with a problem-solving mindset. • Organised, proactive, and comfortable wearing many hats in a small but growing team. • Bonus: Experience working with loyalty/review tools or CRM systems. What We Offer • Competitive salary based on experience. • Opportunity to grow with a fast-paced brand making a mark in the jewellery space. • A collaborative, creative environment in our central London HQ. • Generous staff discounts and perks. • Room for development into a more specialised CX or Operations role depending on your interests.