Operations & Customer Support Coordinator in Surrey

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 customer queries, chasing couriers, following up on returns and refunds, and keeping records and administration in good order. You will be responsible for making sure this work is handled properly from start to finish and that nothing gets lost or left sitting. Alongside the day-to-day work, we're also looking for someone who enjoys making things better. As Star Labs grows, we want someone who naturally spots inefficiencies, enjoys organising processes and takes pride in improving the way things are done. Whether that's helping streamline our repair workflow, improving internal documentation or suggesting better ways of working, we welcome people who like taking ownership and making a positive difference. This is not a heavily scripted call-centre role, and it is not a purely internal admin role. It sits between customer support, coordination and operations, and would suit someone who enjoys variety, being useful and bringing order to busy workflows.

Key Responsibilities

• Handle customer support queries including order updates, refunds, delivery issues, returns, repairs, and courier or customs enquiries
• Follow up with couriers such as DHL and FedEx to resolve shipping and customs issues
• Help manage the customer support queue and ensure straightforward tickets are handled promptly and clearly
• Escalate technical, unusual or sensitive cases to the appropriate person
• Keep customer records, tracking information and internal notes accurate and up to date
• Support returns, repairs and refund administration
• Help with day-to-day office administration and general organisation
• Keep on top of outstanding actions and operational follow-up
• Identify opportunities to improve internal processes and help implement better ways of working
• Support other areas of the business where needed as the company grows

What We’re Looking For

• Excellent organisational skills and attention to detail
• Clear, professional written and verbal communication
• Comfortable dealing with customers, couriers and external contacts
• Good judgement about what can be handled independently and what should be escalated
• Calm under pressure and able to manage multiple priorities without losing attention to detail
• Comfortable working in a small company where priorities can change and everyone helps out
• Someone who enjoys solving problems and improving processes rather than simply following them
• Curious, proactive and keen to learn new skills
• Happy taking ownership of tasks and seeing them through to completion

Useful Experience

• At least two years' experience in an office-based, customer-facing role
• Technology industry experience would be beneficial but is not essential
• Comfortable using Microsoft Office and customer management systems such as Shopify or CRM platforms
• 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 customer support platforms

Working Style

This role would suit someone who is practical, reliable and enjoys getting things done. We're looking for someone who takes pride in being organised, likes improving the way things work, and wants to grow alongside the business. In a small company there are plenty of opportunities to get involved in other areas, whether that's improving documentation, supporting marketing, analysing customer feedback or helping develop better internal processes.

Location

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

Salary

£28,000–£40,000, depending on experience and the level of responsibility the successful candidate can take on.

Working Hours

Ideally we're looking for someone to work full-time and be office-based throughout the working week, as much of the role is collaborative and operational. That said, we're happy to be flexible for the right person. Slightly adjusted hours, for example to accommodate school runs or similar commitments, can certainly be considered. We care far 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.