Job Description

About the role

We're looking for someone who can take ownership of customer service and support day-to-day operations for our ecommerce store selling wall art. You'll be working 4 hours per day Mon - Fri. You'll be the first point of contact for customers and ensure orders move smoothly through OrderDesk, Shopify, Etsy, Amazon, and our print partners. This role suits someone confident with computers and organised.

Responsibilities

Customer Support

Reply to all customer contact via Gorgias Resolve issues with print partners (damages, replacements, delivery problems across multiple print partners) Handle returns, refunds, and tracking updates
Order & Operations

Monitor and ensure orders route correctly through OrderDesk automations Troubleshoot order errors (failed imports, missing tracking, supplier issues) Add or update product information in Shopify when needed Follow SOPs and keep records accurate and up to date
General Admin

Produce simple reports (refunds, delays, recurring issues, trends) Assist with product uploads (Shopify + Etsy) Support with other tasks that require problem-solving and computer skills
Skills required

Strong computer skills -- quick to learn new systems High attention to detail Excellent written English Solution-focused -- able to figure things At a minimum: confident using Gmail, Word, and Sheets Bonus: experience with Shopify, Etsy, OrderDesk, Gorgias, or Amazon Comfortable taking ownership
Nice to have (not essential)

Ecommerce or print-on-demand experience Familiarity with automation tools or feed management
Type of person who fits

Takes pride in doing things right the first time Happy switching between tasks Enjoys improving processes and solving problems Works independently and takes initiative
Hours & Pay

20 hours per week to start (with potential to increase) - Mon-Fri - 4hours per day Hybrid: mix of home working and time in our Newhaven (Edinburgh) office Competitive hourly rate based on experience
How success will be measured

Speed and quality of customer responses Accuracy of order routing and reduced errors Proactive reduction of repeated issues
Job Type: Part-time

Pay: 16.00-18.00 per hour

Expected hours: 20 per week

Application question(s):

What do you do -- or what tools/shortcuts do you use -- to work faster and more efficiently during your day? Describe your approach when you're unsure how to complete a task. What do you do before asking for help? How do you track tasks so that nothing is missed or forgotten? A supplier rejects a claim for a damaged print because they say the photos aren't clear enough. What's your next step? Give an example of a time you used AI to speed up or improve your work. What was the task, and what was the outcome?
Work Location: Hybrid remote in Edinburgh EH6 5QB