Customer Support Representative - Direct-to-Consumer (DTC) Brand

Role Summary

NeoWork is looking for a Customer Support Representative to provide exceptional customer service for a UK-based consumer brand. You'll be responsible for handling customer enquiries across email and social media, resolving issues promptly, and ensuring every interaction reflects the brand's voice and values.

You'll work closely with internal teams to provide accurate information, resolve customer concerns, and deliver a seamless customer experience. The role also involves identifying recurring customer issues and contributing to improvements in support processes and service quality.

The ideal candidate is customer-focused, an excellent communicator, and comfortable supporting customers across multiple digital channels in a fast-paced consumer brand environment.

Responsibilities

• Email Support (50%)
• Manage customer inquiries through email
• Resolve customer issues and provide accurate solutions
• Handle complex cases requiring internal coordination
• Document customer interactions and case details
• Identify recurring issues and customer feedback trends
• Social Media Support (50%)
• Respond to customer inquiries, comments, and complaints
• Resolve issues while maintaining brand consistency
• Escalate urgent or sensitive concerns when needed
• Monitor social sentiment and emerging customer issues
• Maintain a professional and consistent brand voice
• Cross-Channel
• Meet individual and team performance targets
• Adapt communication based on channel and customer needs
• Collaborate with internal teams to resolve customer concerns
• Maintain consistent service quality across all channels

Requirements

• At least 3 years of proven experience in customer support, customer service, or community management
• 100% fluent English, written and verbal, with the ability to adjust tone and style by channel
• Prior experience supporting a D2C (direct-to-consumer) brand
• Experience with Shopify and Gorgias required; experience with Recharge is a plus
• Proficiency in Office 365 and Google Workspace, alongside the platforms above
• Strong attention to detail
• Ability to use initiative and make sensible decisions when resolving customer issues
• Proactive mindset: someone who spots problems, raises concerns, and suggests solutions instead of solely relying on guidelines, recognizing that not every solution is right for every customer
• Quick learner, able to pick up new products, processes, and systems quickly
• Ability to prioritize and manage multiple queries effectively while maintaining the same high standard of service and tone of voice, particularly during busy periods

Benefits

• Health Maintenance Organization (HMO) after 3 months
• Extra Holiday Pay
• Paid Time Off (PTO)
• Mental Health Leave
• General Leave Credits
• Birthday Leave
• Gym Stipend Allowance
• Remote work setup
• People-first company culture and supportive team environment