We’re building the technology that will change how consumers buy and sell furniture.
At Sofalistic, we’re making buying and selling pre-loved furniture online as easy as buying new. We’re growing fast, and we’re tackling the hard parts of resale: trust, payments, disputes, logistics and customer experience.
When you’re moving furniture between real people, things don’t always go to plan. Deliveries get delayed, collections are missed, items arrive damaged, and customers need answers.
We need someone who knows how to get things sorted.
The role
We’re looking for an experienced, hands‑on customer support professional who thrives under pressure, takes ownership and knows how to handle difficult situations.
You’ll be at the heart of our operations, dealing directly with buyers and sellers, handling calls and complaints, and working closely with our logistics partners to resolve problems quickly.
This isn’t a role where you simply follow scripts or pass problems to someone else. You’ll need to think on your feet, manage competing priorities and take responsibility for issues from start to finish.
You’ll also help improve how we work as we grow, identifying recurring problems and finding better ways to deliver an excellent customer experience.
What you’ll be doing
- Customer support: Handle calls and enquiries from buyers and sellers, providing clear, helpful and timely responses.
- Complaint handling: Manage difficult conversations, escalations, damaged items, disputes and other customer issues with confidence and empathy.
- Logistics coordination: Work directly with delivery partners to resolve missed collections, delays, failed bookings and operational problems.
- Problem solving: Take ownership of issues from first contact to resolution, keeping customers informed and ensuring nothing gets missed.
- Team management: Lead and support the existing customer support team, overseeing day‑to‑day operations, monitoring performance and ensuring consistently high standards of customer service.
- Process improvement: Identify recurring problems and help build better processes as the business scales.
You might be the one if you
- Have significant experience in customer support, including handling complaints and escalations.
- Stay calm, organised and effective when things get hectic.
- Are confident on the phone and comfortable having difficult conversations.
- Take ownership and follow problems through to resolution.
- Can juggle multiple priorities without losing track of the details.
- Know how to work with third parties, challenge poor service and get results.
- Use your judgement, communicate brilliantly and focus on practical solutions.
Experience in e‑commerce, marketplaces, retail or logistics is a bonus, as is experience improving processes or leading customer support operations.
This is an intense, fast‑paced role. Some days will involve multiple urgent issues. We need someone resilient, proactive and experienced enough to hit the ground running.
What you get
- A key role in a growing business, working closely with the founders.
- Real ownership and the opportunity to shape how customer support operates.
- The chance to make a tangible impact as Sofalistic scales.
How we work
We’re a small, ambitious team that moves quickly and solves problems together. You’ll be based in our Bournemouth office most of the week, with one day working from home.
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