Customer Experience Coordinator

About the Role

As we scale, maintaining our exceptional standards of service and operational efficiency is critical. We are looking for an Operations & Customer Experience Coordinator to take total ownership of our service delivery and logistics execution. You will be the "Quality Controller" for our entire customer experience. Your role is to sit in the detail, ensuring that every interaction—whether a simple email or a complex delivery issue—meets our exacting brand standards. You will act as the bridge between our customers, our logistics partners, and our internal teams, relieving the Head of Customer & Community from day-to-day troubleshooting. We need someone who is obsessed with the details and not afraid to pick up the phone. You won’t just resolve issues; you will proactively audit our service channels, catch errors before they erupt, and personally ensure our delivery network is performing exactly as promised.

Key Responsibilities

• Service Standards & Quality Control

• The Gatekeeper of Quality: You are responsible for the accuracy, tone, and speed of our customer support. You will proactively review ticket histories to ensure every customer receives a flawless, on-brand experience.
• Micro-Management of Detail: You will spot errors immediately—whether it’s a typo, a missed shipping update, or a lack of empathy—and correct them to ensure consistency across the board.
• The "Pick Up The Phone" Approach: You don’t hide behind email. When a ticket involves a sensitive issue or a confused customer, you are happy to jump on a call to resolve it instantly.

• Tier 2 Resolution: You handle the complex operational issues that require investigation. Lost high-value items, courier disputes, and urgent resolutions stop with you.
• Courier Management: You are the primary contact for our delivery partners. You chase missing parcels, investigate delays, and hold couriers accountable.
• Commercial Decisions: You have the autonomy to authorize refunds, replacements, or goodwill gestures to protect our brand reputation without needing constant sign-off.

• Retailer Portal Management: You will own the administrative flow for key partners like John Lewis and Argos. You are responsible for logging into their portals, accepting orders, booking slots, and ensuring 100% compliance to avoid fines.
• Returns Management: You oversee the end-to-end returns process. You authorize returns based on policy, instruct our 3PL on grading/restocking, and process refunds in Shopify.
• Financial Integrity: You will audit delivery invoices against failed orders. You will cross-reference courier charges to ensure we are refunded for service failures (e.g., lost or late parcels).

Who You Are

• A Confident Communicator: You are articulate and warm on the phone and over email. You are comfortable speaking to anyone—from a frustrated customer to a busy warehouse manager—to get the job done.
• Obsessively Detailed: You are the person who spots a double space in an email or a wrong tracking number instantly. "Good enough" is not in your vocabulary.
• A "Finisher": You don’t just start tasks; you track them until they are 100% resolved.
• Customer Obsessed: You understand that a "delivery exception" isn’t just a status update; it’s someone waiting for a gift. You take ownership of that emotion.
• Resilient: You can handle the pressure of B2B deadlines and B2C expectations simultaneously without losing your cool.

Requirements

• Experience: 2+ years in Customer Support or E-commerce Operations.
• Communication: Excellent verbal communication skills; you must be comfortable handling escalations over the phone.
• Systems: Proficiency in Shopify is highly desirable. Experience with helpdesk software Gorgias, etc. is essential.
• Logistics Knowledge: Experience dealing with couriers, 3PLs, or freight forwarders.

Benefits

• Competitive salary
• An impact from day one. Our business is scaling by the day. You’ll work on ambitious projects, and your contribution will significantly impact the success of MAGIC AI now and in the future.
• Unlimited Holiday (self-directed time off)
• Flexible Home/Hybrid Working from our London HQ (At least 2 days WFH per week)
• Free MAGIC Mirror & accessories (worth £2k+)
• Mental Health Wellbeing support
• Hardware budget for brand new Macbook or other
• Professional learning & development budget
• Exposure to investors, celebrity athletes
• Weekly free lunch club and daily free barista coffees (in office)
• All. The. Fun. Regular awesome socials