Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This fixed-term, client-facing support role covers the full working day with early and late shifts, including weekend cover, during our peak trading period. Your primary accountability is managing the support queue, ensuring it remains low, accurate, and high quality. We seek a hardworking, client-centric individual who resolves inquiries effectively and can quickly adapt to the role.

Responsibilities

• Manage the Gorgias queue across email, live chat, WhatsApp, SMS, Instagram comments and DMs, and Facebook.
• Maintain target first response and resolution times.
• Triage inquiries by urgency and client value.
• Handle order and delivery inquiries, including tracking, delays, and courier escalations.
• Manage subscription administration, including amendments, skips, payment issues, and cancellations.
• Coordinate returns and exchanges according to policy and client rights.
• Provide device troubleshooting for LYMA Laser and LYMA Laser PRO clients.
• Escalate issues requiring specialist input.
• Provide clear written handovers at the end of late and weekend shifts, detailing queue status, unresolved issues, escalations, and clients needing follow-up.
• Work to defined targets for first response time, resolution time, one-touch resolution, and CSAT.
• Maintain accurate tagging and notes for reporting.
• Protect service standards during volume spikes.

Requirements

• Experience in a customer or client-facing role where you owned outcomes.
• Experience working through a retail or e-commerce peak season (preferred).
• Background in beauty, luxury retail, premium wellness, or high-end hospitality (preferred).
• Confidence with support and order-management software.
• Experience with Gorgias, Zendesk, or a comparable helpdesk is an advantage.
• Experience with Shopify, SKIO, or Google Workspace is an advantage.
• Ability to absorb product and policy detail quickly.
• Ability to work independently within weeks.
• Excellent written English.
• Judgement to understand the importance of communication style.
• Comfort working to clear targets and being measured on them.
• Composure with frustrated clients.
• Genuine self-direction.
• Disciplined written communication for handovers and notes.
• Availability across the full contract period, including Black Friday, Cyber Weekend, and the Christmas trading period.
• Reliable, high-speed internet for remote shifts.
• A quiet, professional, interruption-free working environment for remote shifts.

Skills

• Client-facing support
• Queue management
• Order management
• Subscription administration
• Returns and exchanges coordination
• Device troubleshooting
• Written communication
• Interpersonal skills
• Problem-solving
• Time management
• Adaptability

Location

• Hybrid

Work Type

• Fixed-term contract
• Full-time

Experience Level

• Client-facing experience
• Retail/e-commerce peak season experience (preferred)
• Helpdesk software experience (advantage)

Benefits

• 25 days a year holiday, plus one additional day for every year worked (up to an additional four days per year).
• Death in service benefit from day 1.
• Finish early Fridays (4pm finish).
• Friends and family discount on LYMA products.
• Comprehensive private healthcare upon probation completion.
• Complimentary subscription to the LYMA Supplement upon probation completion.
• Enhanced company pension upon 6 months service.
• First anniversary gift of a LYMA Laser.

Equal Opportunity

• We are an equal opportunity employer.
• We are committed to diversity and inclusion.
• We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.