Customer Service Specialist (Ops Support)

About Us:

R.A.D® is a performance footwear company using innovation and creativity to unlock the euphoria of sport. Inspired by skateboarding and surfing, we blend cutting-edge performance with a distinctive aesthetic rooted in lifestyle subcultures. As an underdog in a field dominated by giants, we focus on authentic, credible brand‑building that challenges the status quo—step by step crafting a legacy. Tuned For The Future.

As we continue to expand our reach and product offerings, we are seeking a hungry, driven, exceptional communicator to help grow our Customer Experience team and assist our wider Ops team . This is the perfect opportunity for someone early in their career who wants to have huge impact on a growing brand.

Role overview:

R.A.D®s customer is at the heart of everything we do. We have a hugely loyal customer base who keep coming back because our products are exceptional, but so too is the customer experience. We are seeking a Customer Service Specialist (Ops Support) who wants to deliver exceptional experiences to our customers, while staying true to our brand values, voice and business needs.

Key Customer Experience Responsibilities:

• Engaging directly with customers, responding to their questions in a way that feels authentically R.A.D®.
• Ensuring every customer feels like R.A.D®s #1 priority and receives a high-quality experience, no matter the ask.
• Answering queries and managing the customer inbounds on pre and post sales, and everything in between.
• Providing specialist answers to questions about products and the brand, taking pride in being a subject matter expert.
• Managing customer returns efficiently so that customers feel supported throughout the process.
• Assisting in the creation of customer orders, seeding orders and any other internal or external order assistance, as required.
• Recommending improvements to company processes for efficiency; always looking for automations while still managing the day-to-day tasks.
• Calmly managing a varied workload, understanding that the inbox may be busier at launches and other moments.
• Working with the Customer Service Manager, the Director of Operations, the Supply Chain Manager and any other team as required to ensure Customer Service is the best internal resource it can be.

Additional Operational Responsibilities:

• Supporting supply chain operations with data entry and order/inventory admin tasks.
• Working with the Supply Chain Manager to flag discrepancies, or issues that affect fulfilments.
• Helping maintain accurate records across systems as products move through the supply chain.
• Supporting with additional operational tasks and business priorities when needed, including events assistance, office management and other ad hoc responsibilities.

Key Skills/Experience required:

• Proven excellence in communication – either in a customer service role or similar (previous customer service experience is a huge plus); with a focus on email communications.
• Tech‑savvy - you maybe haven’t worked with Shopify or Gorgias before, but you’ll be able to pick it up quickly!
• Proficient at MS Office tools.
• Impeccable attention to detail.

Not essential but nice to have skills/experience:

• Previous in-house customer service experience for a brand.
• Working with Shopify’s back‑end – particularly Orders and Products.
• Proven track record of responding to followers, customers on social channels.
• Knowledge of and interest in fitness, in some form, is a bonus.

This role Is for you if:

• You absolutely love dealing with people, problem solving and that satisfying feeling of a happy customer.
• You are happy to operate in the grey – you can handle nuance and reflect that in the way you communicate. You are adaptable and understanding when priorities shift or processes evolve.
• You thrive in fast‑paced environments where no two days are the same.
• You are a 100% team player, and always seeking ways to help the team and the brand, as well as the customer
• You're a good listener with natural empathy, who can approach a problem from both sides
• You’re a self‑starter with the ability to use initiative – you don’t wait for instruction, but you always seek to understand better and aren’t afraid to ask for help
• You’re so excited about the brand that it will shine through in your product knowledge and customer relations.

We are global but based in the UK. Occasionally you may be asked to help keep things moving along for our international customers during UK bank holiday periods.

Benefits:

• 25 days annual leave + bank holidays.
• Generous employee allowance.
• Family/friends discount.
• Quarterly 'Power of Movement' allowance towards physical pursuits (gym membership, race entry, etc.).
• Office gym.
• Cycle to Work