Operations & Customer Support Specialist

Star Labs is a UK-based laptop manufacturer focused on Linux. We design, build and support our own hardware, and much of what we do is unusually hands-on, from firmware and platform work through to fulfilment, repairs, support and day-to-day operations. We care about the details: good products, honest support, and operations that actually work. As we grow, that means putting more structure around the day-to-day running of the business so customers are looked after properly and the wider team can stay focused on the work only they can do. This role exists because we need a dependable, organised person to help hold that together.

The Role

We are looking for someone practical, calm and highly organised to support both our customer helpdesk and the general running of the office. A large part of the role is owning routine operational work: handling straightforward customer queries, chasing couriers, following up on returns and refunds, and keeping records and admin in good order. You will be responsible for making sure this work is handled properly end-to-end and that nothing gets lost or left sitting. The other part of the role is helping keep the office side of the business organised and running smoothly. This is not a heavily scripted call-centre role, and it is not a purely internal admin role. It sits between support, coordination and operations, and suits someone who enjoys being useful, keeping things moving, and bringing order to busy workflows.

Key Responsibilities

• Handle routine customer support queries, including order updates, refunds, delivery issues, return and repair follow-up, and courier or customs queries.
• Follow up with couriers such as DHL and FedEx to resolve shipping and customs issues.
• Help manage the support queue and make sure straightforward tickets are handled promptly and clearly.
• Escalate technical, unusual or sensitive cases to the right person internally.
• Keep customer records, tracking information and internal notes accurate and up to date.
• Support returns, repair and refund administration.
• Help with day-to-day office administration and general organisation.
• Keep on top of loose ends, outstanding actions and operational follow-up.
• Help make internal processes more orderly as the company grows.

What We’re Looking For

• Strong organisational skills and attention to detail.
• Clear and professional written and verbal communication skills.
• Comfortable dealing with customers, couriers and external contacts.
• Good judgement on what can be handled directly and what needs escalation.
• Calm under pressure and able to deal with repetitive operational issues without losing attention to detail.
• Comfortable working in a small company where roles are broad and priorities can shift.
• Able to keep track of multiple moving parts without dropping things.

Useful Experience

• A minimum of 2 years of experience in the office and customer facing environment. Ideally within technology, but not essential.
• Comfortable using Microsoft Office and customer management systems i.e. Shopify and CRM.
• Customer support or helpdesk experience.
• Office administration or operations coordination.
• Experience dealing with shipping, logistics, returns or courier issues.
• Experience working in a small business.
• Familiarity with e-commerce, order processing or support platforms.

Working Style

This role would suit someone who is practical, reliable, consistent, comfortable taking ownership of routine work, and happy working in an environment where getting things done matters more than corporate process.

Location

Based in or able to travel to our office in Surrey - driving is necessary as public transport is limited.

Salary

£28,000–£32,000, depending on experience.

Working Hours

Ideally we are looking for someone full-time and office-based across the working week, as a lot of the role is operational and collaborative day-to-day. There could be some flexibility around hours for the right person for example slightly adjusted hours to accommodate school runs or similar commitments. We care more about reliability, organisation and consistency than rigid corporate hours. Start date: as soon as possible!

What We Offer

• Competitive salary.
• Annual performance-related bonus.
• 23 days holiday, plus bank holidays.
• Contributory pension scheme.
• Company laptop.
• Salary sacrifice scheme.
• Casual dress.
• Countryside office location with footpaths nearby for lunchtime walks.
• Office includes a resident dog, so applicants should be comfortable around dogs.
• Professional development opportunities, including training, workshops and access to relevant courses.

What’s Next?

We will review your application and whilst we would love to get back to every applicant, it is not always possible. If you haven’t heard from us within 3/4 weeks, please note that your application has not been successful on this occasion. We are an equal opportunities employer and are committed to creating an inclusive working environment. Please note applicants must have the legal right to work in the UK for the duration of the role in accordance with UK immigration legislation. We are unable to offer visa sponsorship for this position.