At a Glance
- Tasks: Manage customer support channels and be the go-to expert for client inquiries.
- Company: Join Go Swag, a tech-driven startup reinventing corporate gifting.
- Benefits: Flexible working hours, remote options, and full training provided.
- Other info: Exciting opportunity to work with innovative technology and sustainable products.
- Why this job: Make an immediate impact in a fast-growing company with elite clients.
- Qualifications: Customer support experience and strong communication skills are essential.
The predicted salary is between 30000 - 36000 £ per year.
You'll need to be available to attend onboarding in Glasgow, and open to long-term flexibility around working hours and remote working - including covering US time zones from home (UK-based). We'll work out the exact shift pattern together.
We're looking for someone who can bring exceptional communication skills to some of the most exciting AI and tech brands in the world. This is a new-hire role with immediate impact, serving as the go-to expert on our swag service and being the first point of contact for our clients.
- Experience in customer support (running live chat, email, and phone-based; e-commerce or service-based preference)
- Comfortable learning new systems and processes quickly in a start-up environment
- Ability to work cross-functionally (e.g. with logistics, supply chain, or sales) to resolve customer issues
- Strong written communication - you can point to help pages or knowledge-base content you've built or maintained
- A clear approach to triage and escalation - tell us your process and how it's worked in practice
- A track record backed by numbers - first response time, resolution time, CSAT, or reduced escalations
- Willingness to attend onboarding in Glasgow, and flexibility to work a shift pattern that may include US hours
- Background in production, purchasing, procurement, supply chain or order coordination
- Working with suppliers, warehouses, couriers or fulfilment providers
- Familiarity with print types and Pantone matching
- Experience working with 3PLs and international shipping or customs documentation
- Promotional merchandise, apparel, print, manufacturing or e-commerce
- Customer service, account coordination or project administration
- Google Sheets or Excel and a CRM or order-management system
- Handling complaints, quality concerns, quotes or invoice checks
We're looking for impact, not just a perfect CV. If you're excited about this role but don't check every single box, we still want to hear from you. We see these requirements as a guide; what matters most is your potential to contribute, your passion for our mission, and your ability to solve complex problems.
What you'll be doing:
- Manage all inbound support channels - live chat, help email, and phone
- Be the service expert clients turn to for order status, claim pages, sizing, how to order, swaps, refunds - and pretty much anything else (full training provided)
- Keep an eye on production timelines and proactively update customers before they have to ask
- Know when to handle something yourself and when to triage it - to Customer Success, Logistics, Supply Chain, or Sales - using clear judgement, not guesswork
- Own and keep our help pages / knowledge base fresh, accurate, and genuinely useful
Application process:
- Initial call with the Talent Lead: an informal call to discuss the role and your relevant skillset
- Interview with the Head of Operations (line manager) and Customer Success Coordinator: you'll have a chance to discuss your experience in more detail with the team you'll work closely with
About Go Swag:
We're reinventing the corporate gifting industry through technology. Founded by tech entrepreneurs, Go Swag is moving beyond traditional "merch." We believe that software, AI, and smart automation can completely transform how the world's biggest brands celebrate, reward, and build relationships. While the rest of the industry has been slow to change, we are building a future where technology powers personalisation at scale and operational excellence.
From onboarding packs for new hires to global event giveaways, we deliver sustainable, premium merchandise that recipients actually love and use for years. We handle the entire end-to-end lifecycle - design, production, global storage, and distribution - making branded gifting effortless and borderless.
We are trusted by the most influential companies on the planet, including Meta, Intel, Unilever, ElevenLabs, and Lovable. We are not just a gifting company; we are a tech-first platform using NextJS, AI, and automation to disrupt a global market. This is an exciting moment to join a high-growth startup with serious momentum behind it. We champion high-quality, recycled products, moving the industry away from gimmicks and toward long-lasting impact.
Customer Experience Specialist in Glasgow employer: Go Swag
At Go Swag, we pride ourselves on fostering a vibrant and innovative work culture that empowers our employees to take ownership of their projects. As a Glasgow-based Series A startup, we offer unique growth opportunities in a dynamic environment where your creative contributions directly shape our brand's future. Join us to be part of a collaborative team that values autonomy and encourages professional development while making a meaningful impact in the world of design.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Go Swag. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Go Swag before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Specialist in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Go Swag:Your cover letter is your chance to shine! Tell us why you want to work at Go Swag specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Go Swag!
How to prepare for a job interview at Go Swag
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
