Customer Care Rep. - B Corp Certified Marketplace for Independent Brands

Wolf & Badger is on a mission to make retail fair. Working to support our community of 2000+ independent designers from around the globe, we connect customers with ethically sourced fashion, design, home and beauty through our online marketplace and flagship stores in London, New York City and Los Angeles. We are a rapidly growing scale-up business, now entering an exciting new phase of growth and looking to expand our team of 100+ people currently located between London, New York and Los Angeles. We are a Certified B Corporation, with social and environmental purpose at the core of everything we do.

We are looking for a self-motivated customer service professional to join our team and be a catalyst for building our Wolf & Badger community. As Customer Care Representative, you will be the first point of contact for our brands and customers, providing world-class support across calls, live chats, emails and social media. Exceptional communication skills and efficient, accurate administrative skills will enable you to thrive in this role. This is a remote position and open to candidates based in the United Kingdom within a commutable distance to London. Attendance at our HQ in Soho is required periodically for in-person training, collaboration and socials.

Key Responsibilities and Accountabilities:

• Customer Experience & Support: Deliver exceptional customer service through our help desk platform (Dixa).
• Order Management & Returns: Accurately manage order updates, returns, and refunds using multiple systems, ensuring timely resolution and clear communication with customers.
• Product & Styling Guidance: Provide thoughtful, personalised styling advice to help customers feel confident in their choices and connected to our brand.
• Review & Social Media Engagement: Respond to customer feedback across platforms like Trustpilot and social media, turning reviews into opportunities to delight and engage.
• Brand Communication & Collaboration: Liaise with our partner brands to quickly and effectively resolve customer queries, maintaining high standards of service and collaboration.
• Live Chat & On-Site Support: Use live chat to assist website visitors in real time, offering guidance, product information, and a friendly point of contact.
• Order Status Updates: Keep customers informed about the progress of their orders with proactive, timely updates that build trust and reduce uncertainty.
• E-commerce Support: Support the wider e-commerce team with operational tasks and day-to-day activities, contributing to seamless digital customer experiences.
• Teamwork & Culture: Work collaboratively with your teammates, offering support, sharing knowledge, and contributing to a positive and inclusive team environment.

A natural communicator with excellent written and verbal skills, able to engage customers with clarity, empathy, and professionalism. A friendly, solutions-focused mindset. You stay calm under pressure and bring a positive energy to every interaction. Experience thriving in fast-paced environments, juggling multiple tasks while staying focused on quality and results. Solid organisational skills and a sharp eye for detail. You spot the small things that make a big difference. A background in customer service or e-commerce, ideally with online retail experience. Familiarity with CRM tools (Dixa, Zendesk, or Salesforce are a plus) and a willingness to learn new systems quickly. An interest in ethical business practices, fashion and sustainability.

We are proud to be an ethical B Corp making a positive impact on people and our planet. You will be required to work 5 days per week on 8hr shifts alternating between 9am-5pm & 11am-7pm.

Highly Desired: At least 2 years of experience in a customer service role within an online retail or e-commerce environment.

Competitive starting salary, dependent on experience (£26k to £28k). 25 day holiday allowance in addition to bank holidays. Flexible hybrid working policy with access to a creative work environment in Soho, Central London. Current onsite requirement of 1+ days per week for this role. Paid volunteering leave, pet-ernity leave and heartbreak leave. Quarterly Wellness Wallet - to spend on products or services meaningful to you. Subscription to Yulife health and wellbeing app. Opt in health insurance plan via salary sacrifice. Cycle to work scheme. Ample paid sick leave to support mental and physical health. Staff discount across Wolf & Badger, in-store and online. Excellent career opportunities in a rapidly growing international business. Work in a positive organisation for people and the planet. We are a certified B Corp!

Wolf & Badger is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. We encourage applications from people from all walks of life.