Customer Experience Specialist

Summary

Join Bookshop.org, an ethical online bookshop, as a Customer Experience Specialist and help deliver exceptional support to customers and partners. Based remotely within the UK, you will engage with customers via email and social media, resolving queries and complaints efficiently and empathetically. You will proactively provide order updates, work with partners to resolve issues, and identify recurring problems. This role requires 1-2 years of customer service experience, exceptional written communication skills, and a proactive problem-solving approach. Bookshop.org offers a competitive salary, 25 days of holiday, remote-first working, and various other benefits.

Requirements

• 1–2 years of customer service or support experience (e-commerce or book industry experience is a plus)
• Exceptional written communication skills — clear, friendly, empathetic, confident
• Strong initiative and comfort working independently in a remote team
• Calm and organised under pressure, especially during busy periods
• Proactive mindset with problem-solving skills
• Tech-savvy — confident using digital tools and learning new systems
• Comfortable supporting customers via email now, with openness to future channels like chat, phone, or video
• Enthusiasm for Bookshop.org’s mission and values

Responsibilities

• Serve as a passionate advocate for Bookshop.org and the independent bookshops we support
• Engage with customers primarily via email and social media
• Resolve customer queries and complaints with empathy and efficiency
• Provide proactive updates about order statuses, delays, and stock issues
• Work with partners — including bookshops and our distribution centre — to resolve problems and improve processes
• Spot and address recurring issues in customer feedback
• Contribute to cross-functional projects — such as email newsletters, refining support materials, working with bookshops to enhance their performance, or operational updates
• Adapt to changes — we’re a growing company, and responsibilities may evolve. If you're wondering “is this part of my job?” the answer is often “let’s figure it out together”

Preferred Qualifications

• Familiarity with G-Suite (Google Docs, Sheets, etc.)
• Experience using Freshdesk or a similar support platform

Benefits

• Salary: £26,200 (or £28,800 if you live and work from home within Greater London). We follow Real Living Wage benchmarks to ensure fair compensation (though we’re not formally accredited)
• 25 days of holiday (plus UK bank holidays)
• Quarterly in-person meetups in London (occasionally more frequent)
• Remote-first working : work from anywhere in the UK
• Flexible daily schedule: must be available to start by 9:30am
• Book budget to support your reading and learning
• Pension scheme
• Company MacBook provided
• Bike2Work Scheme : save up to 43.25% on the cost of bikes and cycling equipment
• Be part of a B-Corp : join a certified ethical business supporting local bookshops and community-driven retail