Client Experience Advisor (5 month FTC)

LYMA; Greater London; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Holiday entitlement

Death in service

Finish early Fridays

Friends and family discount

Private healthcare

LYMA Supplement subscription

Enhanced pension

Anniversary LYMA Laser

Job summary

LYMA is seeking a fixed-term client-facing support role to cover our peak trading period. The position is hybrid with office days in the early weeks and remote during late weeks and weekends.

You will manage the Gorgias queue across channels, maintain target response/resolution times, and handle end-to-end order inquiries including returns and damage claims. The role requires quick policy/product absorption and independent work during late/weekend shifts.

Qualifications

• Experience in a customer or client-facing role where you owned outcomes rather than passed them on.
• Experience of working through a retail or e-commerce peak season (preferred).
• A background in beauty, luxury retail, premium wellness or high-end hospitality (preferred).
• Confidence with support and order-management software; experience with Gorgias, Zendesk or a comparable helpdesk is an advantage, as is Shopify, SKIO or Google Workspace.
• The ability to absorb product and policy detail quickly and work independently within weeks rather than months.
• Excellent written English, and the judgement to know that how something is said matters as much as what is said.
• Comfort working to clear targets and being measured on them.
• Composure with frustrated clients: you acknowledge how someone feels without matching their energy.
• Genuine self-direction, as much of your late and weekend hours are worked without a manager online alongside you.
• Disciplined written communication, since your handovers and notes need to be good enough for someone else to pick up cold.
• Availability across the full contract period, including Black Friday, Cyber Weekend and the Christmas trading period.

Responsibilities

• Own your share of the Gorgias queue across every channel during your shift: email, live chat, WhatsApp, SMS, Instagram comments and DMs, and Facebook.
• Keep first response and resolution times within target for the whole of your shift.
• Triaging by urgency and client value, escalating early rather than late.
• End-to-end order and delivery enquiries: tracking, delays, missing or damaged parcels, address changes and courier escalations.
• Returns and exchanges coordinated in line with our policy and the client’s statutory rights in their region.
• Device troubleshooting for LYMA Laser and LYMA Laser PRO clients, escalating anything that needs specialist input.
• Clear written handover at the end of every late and weekend shift with next actions and status.

Skills

Customer-facing

Retail experience

Attention to detail

Communication

Tools

Gorgias

Zendesk

Shopify

Google Workspace

SKIO

Job description

LYMA is a small, fast-growing, wellness company based in London.The mission of the business is to redefine the industry and create the first superbrand of wellness.

Founded in 2018 by Lucy Goff, LYMA is a company committed to delivering innovations that are unequivocally backed by scientific evidence. The LYMA Supplement, Laser and Skincare are now changing the lives of millions of people across the world, helping them to unlock their potential; to look and feel their very best.

Our mission continues to be this: putting the power to change your life in your hands.

Job Description

This is a fixed-term role covering our peak trading period. It is a client-facing support role covering the full working day, worked on a rolling pattern of early and late shifts, including weekend cover. Your primary accountability is the queue. You keep it low, you keep it accurate, and you keep the quality high while doing it. We are looking for someone hardworking and client-centric, who resolves an enquiry properly rather than passing it on, and who can get up to speed quickly.

The Practical Details

• Term: Fixed-term contract of five months
• Location: Hybrid. Office Location for four days a week on early-shift weeks; fully remote on late-shift weeks and for all weekend shifts.
• Schedule: 37.5 hours per week, worked on a rolling pattern:

Early weeks: 09:00-17:30, five days. Four days in the office.

Late weeks: 12:00-20:30, five days. Fully remote.

Job requirements

• Experience in a customer or client-facing role where you owned outcomes rather than passed them on.
• Experience of working through a retail or e-commerce peak season (preferred).
• A background in beauty, luxury retail, premium wellness or high-end hospitality (preferred).
• Confidence with support and order-management software; experience with Gorgias, Zendesk or a comparable helpdesk is an advantage, as is Shopify, SKIO or Google Workspace.
• The ability to absorb product and policy detail quickly and work independently within weeks rather than months.
• Excellent written English, and the judgement to know that how something is said matters as much as what is said.
• Comfort working to clear targets and being measured on them.
• Composure with frustrated clients: you acknowledge how someone feels without matching their energy.
• Genuine self-direction, as much of your late and weekend hours are worked without a manager online alongside you.
• Disciplined written communication, since your handovers and notes need to be good enough for someone else to pick up cold.
• Availability across the full contract period, including Black Friday, Cyber Weekend and the Christmas trading period.

Because this role is client-facing across written channels and calls, on your remote weeks and weekend shifts you'll need:

• Reliable, high-speed internet.
• A quiet, professional, interruption-free working environment.

Job responsibilities

The rhythm of the role

The pattern alternates. On early weeks you work 09:00-17:30 across five days and are in the office four of those days. On late weeks you work 12:00-20:30 across five days and work fully remotely. You work at least one weekend shift each month, always remotely, and you will be needed across Black Friday and Cyber Weekend. Rotas are published 4 weeks in advance.

The queue

You own your share of the Gorgias queue across every channel during your shift: email, live chat, WhatsApp, SMS, Instagram comments and DMs, and Facebook. You keep first response and resolution times within target for the whole of your shift, including the evening hours and the weekend. You work the queue with judgement rather than speed alone, triaging by urgency and client value, and escalating early rather than late.

Operational resolution

Order and delivery enquiries end to end: tracking, delays, missing or damaged parcels, address changes and courier escalations across time zones. Subscription administration handled with care, including amendments, skips, payment issues and cancellation requests. Returns and exchanges coordinated in line with our policy and the client’s statutory rights in their region. Device troubleshooting for LYMA Laser and LYMA Laser PRO clients, escalating anything that needs specialist input.

The handover

A clear written handover at the end of every late and weekend shift is a core part of this role, not an administrative afterthought. It covers your queue position at close, anything unresolved and why with the next action clearly owned, escalations raised and their current status, and any client needing follow-up, named and with context. Anything genuinely urgent is raised at the time, not held for the handover.

Performance and standards

You work to clearly defined targets for first response time, resolution time, one-touch resolution and CSAT. You maintain accurate tagging and notes so our reporting reflects reality, and you protect the standard when volume spikes. Performance is reviewed at four weeks and at the midpoint of the contract.

• 25 days a year holiday, plus one additional day for every year worked (up to an additional four days per year).
• Death in service benefit from day 1.
• Finish early Fridays; 4pm finish to enjoy the weekend.
• Friends and family discount on LYMA products.
• Comprehensive private healthcare upon probation completion.
• A complimentary subscription to the LYMA Supplement upon probation completion.
• Enhanced company pension upon 6 months service.
• First anniversary gift of a LYMA Laser.

We are an equal opportunity employer. We are committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.