Customer Support and Business Admin Assistant

Summary

Join our small, high-end fragrance and personal care business as a Customer Service & Business Admin Support. This part-time, remote position (20 hours/week, UK timezone) focuses on our fast-growing hand care brand. You will provide customer support, manage B2B orders, coordinate with our 3PL partner, and generate new B2B leads. The ideal candidate is tech-savvy, proactive, and possesses excellent English communication skills. Experience with customer service, admin support, and various SaaS platforms is essential. This role offers a chance to contribute significantly to a growing brand.

Requirements

• Excellent written and verbal English communication skills
• Proven experience in customer service and/or admin support roles
• Strong attention to detail and proactive problem-solving skills
• Proven experience and proficiency using a variety of online tools and SaaS platforms
• Capable of working independently and taking initiative
• Reliable internet connection and ability to work UK business hours

Responsibilities

• Provide support for our premium hand care brand using a customer experience platform (e.g. Richpanel)
• Tasks include handling enquiries like “Where is my order?”, managing returns, subscription changes, and resolving damaged delivery issues
• Beyond managing support tickets, we want proactive insights—identifying common issues to help reduce them over time
• Regular communication with our third-party logistics provider, including booking stock deliveries and resolving delivery issues
• Manually input business orders into our B2B Shopify site, send shipping notes and invoices, mark payment terms in Unleashed, approve invoices in Xero, and follow up on unpaid invoices
• Use HubSpot (or similar CRM software) to maintain B2B account relationships, including routine check-ins to encourage stock reorders
• Use LinkedIn Sales Navigator to identify and reach out to potential business leads from a provided list
• Introduce the hand care brand, arrange for samples to be sent (via Shopify order input), and follow up
• Maintain a Google Sheet to track outreach and progress
• Identify new leads independently where possible

Preferred Qualifications

• Experience with any of the following tools: Richpanel (or similar CX platforms)
• Shopify, Xero, Unleashed, HubSpot
• LinkedIn Sales Navigator
• Prior experience working with eCommerce, DTC, or premium consumer brands
• Familiarity with B2B sales processes or account management
• Exposure to logistics or inventory management systems
• Experience using AI tools for business tasks and efficiency