Customer Service Lead in Belfast

Hours: Monday to Friday, 9am to 5pm, with some flexibility needed in peak season

About Us

At Shirt in a Box, we're all about surprise, sport, and serious growth. We were founded in Belfast in 2021 and have shipped over 200,000 mystery football shirts to fans around the world, from local supporters to global collectors. We sell through our UK and US stores and we're growing fast. We're a young, ambitious team building something special here in Northern Ireland, mixing e-commerce, retail and real-world football culture.

Job Summary

We're looking for an organised, calm and customer-obsessed Customer Service Lead to own how customers experience Shirt in a Box after they click "buy."

You'll run our support inbox day to day and handle the trickier cases yourself. You'll also lead the automation of our AI-assisted helpdesk, so more customers get a fast, correct answer without waiting for a person.

You'll hear from more customers than anyone else in the business. Part of the job is turning what they tell you into changes to our products, website and marketing.

Christmas is our busiest time of year, so you'll help us get ready for peak and keep things running smoothly through it.

Key Responsibilities

Automation and AI

• Leading the automation of our AI support agent: finding the questions it can answer on its own and setting it up to resolve them start to finish
• Reviewing its replies, updating help articles and saved responses, and fixing the places where it gets things wrong
• Tracking how much of the inbox gets resolved automatically, and raising that share every month
• Spotting repetitive manual work, like tagging, routing, order lookups and follow-ups, and automating it

Customer feedback into the business

• Being the voice of the customer: tracking the top reasons people get in touch and sharing them with the product, marketing and fulfilment teams
• Giving feedback on our products, website and ads so we fix the causes of repeat contacts
• Reporting monthly on customer themes and what changed because of them

Running support

• Owning the customer support inbox (email, chat and social) for our UK and US stores
• Handling escalations: refunds, cancellations, returns, exchanges, address changes and delivery issues
• Tracking response times, resolution rates and customer satisfaction, and reporting on them weekly
• Working closely with the fulfilment team on wrong items, missing parcels and stock questions
• Writing our support processes and FAQs and keeping them up to date

Peak and team

• Helping to recruit, train and support seasonal customer service staff during peak
• Taking part in staff meetings and office projects

What We're Looking For

• Customer service experience, ideally in e-commerce or retail
• Excellent written English: clear, friendly and on-brand, even with an angry customer
• Comfortable with tech: helpdesk tools, Shopify (a big plus) and AI tools like Claude
• You've automated or improved a process before, even a small one
• You notice patterns in what customers say and can turn them into a clear case for change
• Organised, calm under pressure, and able to prioritise a busy inbox
• Football knowledge is a bonus, but attitude and care for customers matter more!

Why Join Shirt in a Box?

• Be part of one of Northern Ireland's fastest-growing e-commerce brands
• A real leadership role with room to shape how customer service works as we scale
• A direct say in our products and marketing, based on what customers tell you
• Fun, energetic and supportive team culture. We're ambitious, but we love what we do
• Great staff discount on our mystery football shirts and other merch
• You’ll be part of something exciting: we’re building a national brand right here in Belfast

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