Job Description

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 and New York City. We are a rapidly growing scale-up business, now entering an exciting new phase of growth and looking to expand our team of c.115 people currently located between London, Malaga, New York and Los Angeles. We are a Certified B Corporation, with social and environmental purpose at the core of everything we do. Read more about us here.


We are looking for self-motivated customer service professionals to join our team as Peak Heroes for our busiest period,

1st October 2025 - 31st January 2026.

This is a full-time 4 month fixed-term contract.


As the first point of contact for our brands and customers, you'll be a catalyst for building our Wolf & Badger community. You will provide 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.

You will work 5 days per week on

8hr shifts

between 9am-7pm

and including a 30-minute unpaid break. This is a hybrid position with the requirement of 1+ days a week at our HQ in Soho Visa Sponsorship will not be offered for this role.

Candidates must be able to start no later than Wednesday, 1st October.

Candidates who impress may be offered permanent opportunities in the business if suitable vacancies arise. Many of our current and much-valued team members have taken this path.

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.

Requirements

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-7pm.
Highly Desired:

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

Benefits

Salary based on 27,000 per annum, working 37.5hrs per week. We are a Living Wage employer! Remote working, but with desk space available at our office in Soho - Central London. You may need to attend in-person training sessions throughout your time with W&B. Enhanced paid holiday leave and sick leave. No working on 25th December - we are definitely closed for the holiday. Meaningful work! We are a proud B-Corp leading the change to ethical retail. Wellbeing allowance to spend on your self-care and happiness. Regular team socials. Paid pet-ernity, volunteering and heartbreak leave. Staff discounts across Wolf & Badger.
Candidates who impress may be offered permanent opportunities in the business if suitable vacancies arise. Many of our current and much-valued team members have taken this path.

Wolf & Badger is an equal opportunity 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.