Design Specialist

We\’re looking for a Product Specialist with a passion for interiors and a strong eye for design to join our customer experience team. This role bridges the gap between product knowledge and customer inspiration, helping customers understand our designs, materials, and finishes, and ultimately guiding them towards confident purchase decisions. You\’ll become an expert in our product range and work closely with both the Design and Customer Care teams to deliver thoughtful, personalised responses to pre-order queries. Whether it\’s helping a customer choose between fabrics, explaining craftsmanship, or suggesting complementary pieces, your input will directly improve our conversion rates and customer satisfaction.

Responsibilities

• Respond to pre-order queries from customers via email and live chat, offering tailored advice with a design-led approach.
• Provide product expertise, from materials and finishes to sizing, assembly, and care.
• Translate design knowledge into clear, inspiring guidance that builds trust and confidence.
• Collaborate with Design, Merchandising, and Marketing teams to stay up to date on product launches, stock updates, and visual trends.
• Identify opportunities to improve pre-order communication, simplifying complex details and ensuring accuracy across channels.
• Analyse query trends and feedback to recommend content, visuals, or tools that could support the buying journey.
• Develop and oversee the design consultation process, ensuring a seamless, customer-first experience.
• Confidently represent the brand on camera, serving as the face of in-house design consultations with professionalism and warmth.

We\’re looking for someone who truly lives and breathes interiors – someone who lights up talking about beautiful design and loves helping others find the perfect piece for their home.

Qualifications

• Experience in interior design, furniture retail, styling, or product consultation.
• A passion for helping people make confident design decisions.
• Strong written communication skills – warm, engaging, and naturally on-brand.
• Confident using customer insight to make recommendations and improvements.
• Collaborative, proactive, and unafraid to take ownership in a fast-moving environment.
• Results driven and keen to make a difference.

Measures of Success

• Customer satisfaction: Consistently high customer ratings and five-star reviews on Trustpilot.
• Orders: Pre-order conversion rate uplift and product confidence improvements.

At Swoon, we create design-led furniture that people fall in love with and keep for life. Since 2012, we\’ve grown into one of the UK\’s most distinctive online-only furniture brands, designing every piece in-house and spotting the next big trend before anyone else. Our secret? A digital-first, data-driven approach that gets products to market fast, keeps prices fair, and delivers a better shopping experience than any store. Our distinctive look unlocks collaborations with leading retailers like John Lewis and many more. This diversified growth strategy is powering our brand to a significant market share. And we\’re just getting started…

Life at Swoon: Upbeat, ambitious, and collaborative—that\’s us. We\’re a lean team of around 25, so if you relish responsibility and enjoy directly influencing outcomes, this is the place for you. We\’ve made flexible working a permanent part of our culture. Right now, the team works remotely, but we meet weekly for day-long workshops in London. This role will sit in the Product Team but be managed by our Customer Care Lead, working closely with both the Care and Design teams.

Perks & Benefits

• Competitive salary
• Share options programme
• Bonus scheme
• Wellbeing allowance
• Generous pension scheme
• Private medical cover for you and your family
• 25 days of annual leave + an extra day for each year of tenure
• Your birthday off + an additional day for volunteering/community work
• Free furniture on each anniversary of employment
• Friends & family discount