Customer Support Representative – Direct-to-Consumer, DTC Brand

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NeoWork

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

🏢 Enterprise

👥 HR Tech

B2B • Enterprise • HR Tech

NeoWork is a global staffing and operations partner that helps businesses scale quickly and efficiently. They provide a range of services including customer experience transformation, virtual assistants, AI training, MVP solutions, and both creative and technical services. NeoWork's offerings are designed to enhance operational capabilities and drive revenue and retention for client businesses. They offer managed services including quality assurance, workforce management, and dedicated reporting, thereby functioning as an extension of a company’s team. NeoWork tailors its competitive pricing to meet the unique needs of its clients, providing highly trained and experienced staff ready to deploy at startup speed.

📋 Description

• Provide exceptional customer service for a UK-based consumer brand • 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 • Respond to customer inquiries, comments, and complaints on social media • Resolve social media 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 • 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 • Contribute to improvements in support processes and service quality

🎯 Requirements

• At least 3 years of proven experience in customer support, customer service, or community management • 100% fluent English, written and verbal • 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 • Strong attention to detail • Ability to use initiative and make sensible decisions when resolving customer issues • Proactive mindset, including spotting problems, raising concerns, and suggesting solutions • Quick learner able to pick up new products, processes, and systems quickly • Ability to prioritize and manage multiple queries effectively while maintaining service quality and tone of voice 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