Customer Services Advisor in Cardiff

About us

Prodigi is an all-in-one platform designed to help businesses transform digital content into print on demand products. Since launching in 2014, we’ve grown fast, earning 14th place on the Sunday Times Virgin Atlantic Fast Track 100 list of the UK’s fastest-growing companies. Today, we work with a worldwide network of 50+ production facilities across 10 countries (including four in-house sites), giving our customers the freedom to print their artwork on almost any product, and ship it anywhere in the world. Behind all of this is a team that cares deeply about quality, collaboration, and delivering a great experience for our customers.

The opportunity

We’re looking for an experienced Customer Services Advisor to join our growing team. You’ll be the friendly, helpful voice of our brands, responding to merchant enquiries via Zendesk and ensuring every customer interaction reflects our high standards for service and professionalism. This is a varied role where you’ll help resolve issues from order status queries to product questions, working collaboratively with colleagues across the business to resolve issues efficiently. You’ll take ownership of merchant communications from start to finish, knowing when to solve problems independently and when to escalate to specialist teams.

Key responsibilities

• Respond to customer tickets in Zendesk across multiple brands
• Own merchant communication from initial contact through to resolution, maintaining brand tone of voice
• Escalate technical or complex queries to subject matter experts via Slack, whilst maintaining ownership of the customer relationship
• Follow brand guidelines to ensure responses match the tone and policies of each individual brand
• Meet quality and efficiency targets for ticket handling time and customer satisfaction
• Contribute to team knowledge by identifying common queries and suggesting improvements to help centre content or macros
• Work collaboratively with the Customer Services team and wider business to continuously improve the customer experience

Required experience and skills

• Proven customer service experience in a fast-paced environment (minimum 2 years)
• Excellent written communication skills with the ability to adapt tone and style to different brand voices
• Strong problem-solving abilities and good judgement on when to escalate issues
• Experience using customer service platforms (Zendesk would be a bonus)
• Comfortable working remotely with strong self-motivation and time management
• Ability to handle multiple priorities and work efficiently under pressure, especially during peak periods
• A friendly, personable approach that puts customers at ease
• Available to work either UK or US hours (this will be a set, contracted shift and won’t change from week to week), with flexibility during busy seasonal periods

Desirable

• Familiarity with e-commerce, print, or fulfilment services
• Experience supporting multiple brands or white-label services
• Knowledge of Slack or similar collaboration tools for internal communication

What we offer

• Competitive salary (dependent on experience).
• 25 days holiday per year, plus one additional day off for your birthday.
• Company pension scheme (4% employer contribution, 5% employee contribution).
• Healthcare cash plan.
• A charity day per year to volunteer at a recognised charity.
• The opportunity to work in a dynamic and fast-growing business at the forefront of the print-on-demand industry.

Location

This role is fully remote. There will be occasional office visits for collaboration and training at our office in Cardiff, therefore Cardiff and surrounding areas would be preferred.

Apply with a CV and cover letter above. Your cover letter should address:

• Describe a time when you dealt with a frustrated or difficult customer. How did you handle the situation, and what was the outcome?
• How do you decide when to escalate an issue versus resolving it yourself? Give an example from your experience.
• Tell us about your experience with customer service platforms or ticketing systems. Which tools have you used, and how comfortable are you learning new systems?
• Why are you interested in working with a print-on-demand platform? What appeals to you about this role at Prodigi?

Please also specify if you’d prefer to work UK or US hours, or either.