Senior Customer Service Representative

Harper’s mission is to keep personal service at the heart of the shopping experience in a digital world. Harper partners with leading luxury and premium fashion brands to deliver an elevated Try Before You Buy experience for their customers. Our brand partners include Victoria Beckham, Jigsaw, ME+EM, Mint Velvet, RIXO, Self-Portrait and many more.

Customer experience sits at the core of everything we do at Harper. We are proud to hold one of the highest-rated Trustpilot pages in our sector, with a market-leading Net Promoter Score of over 88. This success is driven not only by our innovative service model, but by a deep commitment to resolving customer issues proactively, professionally and personally. We are seeking an experienced and highly motivated Senior Customer Service Representative to take ownership of our customer service operation, help maintain and further elevate our high standards as the business scales. This is a hands-on, senior operational role, combining direct customer and brand partner interaction with responsibility for process optimisation, service quality, and continuous improvement. The successful candidate will play a key role in shaping how customer service operates at Harper, including the use of systems, technology and data to drive efficiency and excellence.

Key Responsibilities

• Deliver exceptional, personalised customer service across multiple channels (email, phone and digital platforms), ensuring timely, empathetic and effective resolution of enquiries, issues and complaints.
• Take operational ownership of customer service workflows, including order management, returns, refunds and delivery tracking.
• Develop, document and continuously refine customer service policies, procedures and service standards in line with Harper’s brand and growth ambitions.
• Monitor, analyse and report on customer service performance metrics (including KPIs, SLAs and NPS), identifying trends, risks and opportunities for improvement.
• Proactively identify and mitigate fraud risks, ensuring accurate payment handling and adherence to internal controls and policies.
• Work cross-functionally with internal teams (including Operations, Warehouse, Tech and Brand Partnerships) to improve processes, resolve issues and enhance overall efficiency.
• Build and maintain strong, trusted relationships with brand partners, acting as a knowledgeable point of contact and providing clear guidance on service-related matters.
• Liaise daily with the warehouse team and third-party logistics partners to resolve delivery, stock and returns-related queries efficiently.
• Maintain in depth knowledge of Harper’s services and our brand partner products to ensure consistent, accurate and confident customer support.
• Contribute to initiatives aimed at improving customer retention, loyalty and lifetime value through service excellence and operational improvements.

Requirements

• Proven experience in a senior or highly autonomous customer service role, ideally within a premium, luxury or high touch service environment.
• Strong understanding of customer service best practices, service recovery and customer centric operations.
• Excellent written and verbal communication skills, with the ability to engage professionally and confidently with customers, partners and internal stakeholders at all levels.
• Highly organised, with the ability to prioritise effectively, manage multiple workstreams and thrive in a fast paced environment.
• Experience using CRM and ticketing systems (e.g. Freshdesk, Zendesk or similar).
• Strong problem solving skills, attention to detail and a proactive, improvement driven mindset.
• Experience working within the fashion industry or supporting high-value customers is highly desirable.
• Knowledge of payment processing, refunds and fraud prevention is advantageous but not essential.

Why Join Harper?

Harper is entering an exciting phase of growth, making this an ideal time to join and help shape the future of the business. Our service is loved by customers and trusted by leading fashion brands, and we are backed by a strong and supportive investor base. You’ll be joining a talented, collaborative team within a vibrant and ambitious culture. As one of the early members of a scaling business, you’ll have the opportunity to take real ownership, influence how things are done, and make a meaningful, lasting impact.

Interview Process

• 15-minute intro video call – an initial conversation to learn about you and explain the role.
• 60-minute competency interview – scenarios and examples of how you handle customer situations.
• 30-minute final interview – deeper discussion on fit, development and next steps.