Customer Care Representative

Summary

Join Wolf & Badger, a Certified B Corporation, as a Customer Care Representative and be a catalyst for building our community. This remote position, based in the UK (commutable distance to London), requires periodic attendance at our Soho HQ. You will be the first point of contact for brands and customers, providing world-class support across various channels. Exceptional communication and administrative skills are essential. The role involves managing orders, returns, and refunds, offering styling advice, engaging with customer feedback, and collaborating with partner brands. You will also provide live chat support and keep customers informed about order progress. This is a fast-paced environment requiring multitasking and attention to detail.

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-5pm & 11am-7pm

Responsibilities

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

Preferred Qualifications

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

Benefits

• 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!