Customer Experience Specialist

Go Swag; Glasgow; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

Go Swag is seeking a Client Experience Specialist to be the go-to expert on our swag service. You will be the first point of contact for clients, handling live chat, email and phone support with a focus on timely, high-quality service.

In this role you will own and update our knowledge base, work cross-functionally with logistics, sales and supply chain to resolve issues, and triage effectively to meet customer expectations.

Qualifications

• Experience in customer support across live chat, email, and phone
• Ability to learn new systems quickly in a startup
• Ability to work cross-functionally with logistics, supply chain, or sales
• Strong written communication and ability to document knowledge
• Clear triage and escalation process with practical examples
• Track record with metrics like CSAT, response/resolution times
• Willingness to onboard in Glasgow and cover US hours
• Background in production, purchasing, procurement, or order coordination
• Familiarity with print types and Pantone matching
• Experience with 3PLs and international shipping or customs

Responsibilities

• Manage all inbound support channels - live chat, help email, and phone
• Serve as service expert for order status, claims pages, sizing, ordering, swaps, refunds
• Proactively update customers reflecting production timelines
• Decide when to escalate to Customer Success, Logistics, Supply Chain, or Sales
• Own and maintain up-to-date help pages and knowledge base

Skills

Customer support

Cross-functional

Written communication

Triage & escalation

Learning systems

Pantone matching

3PLs experience

Logistics coordination

CRM systems

Google Sheets

Tools

CRM systems

Google Sheets

Excel

Job description

Location

You'll need to be available to attend onboarding in Glasgow, and open to long-term flexibility around working hours and remote working - including covering US time zones from home (UK-based). We'll work out the exact shift pattern together.

The Client Experience Specialist Role

Got the kind of communication skills that make people trust you instantly?

We're looking for someone who can bring that to some of the most exciting AI and tech brands in the world.

We're hiring for a brand new role: someone to become the go-to expert on our swag service and be the first point of contact for our clients - whatever they need help with. This is a new-hire role with immediate impact.

• Experience in customer support (running live chat, email, and phone-based; e-commerce or service-based preference)
• Comfortable learning new systems and processes quickly in a start up environment
• Ability to work cross-functionally (e.g. with logistics, supply chain, or sales) to resolve customer issues
• Strong written communication - you can point to help pages or knowledge-base content you've built or maintained
• A clear approach to triage and escalation - tell us your process and how it's worked in practice
• A track record backed by numbers - first response time, resolution time, CSAT, or reduced escalations
• Willingness to attend onboarding in Glasgow, and flexibility to work a shift pattern that may include US hours
• Background in production, purchasing, procurement, supply chain or order coordination
• Working with suppliers, warehouses, couriers or fulfilment providers
• Familiarity with print types and Pantone matching
• Experience working with 3PLs and international shipping or customs documentation
• Promotional merchandise, apparel, print, manufacturing or e-commerce
• Customer service, account coordination or project administration
• Google Sheets or Excel and a CRM or order-management system
• Handling complaints, quality concerns, quotes or invoice checks

Growth Mindset Over Checklists

We're looking for impact, not just a perfect cv. If you're excited about this role but don't check every single box, we still want to hear from you. We see these requirements as a guide; what matters most is your potential to contribute, your passion for our mission, and your ability to solve complex problems.

What you'll be doing

• Manage all inbound support channels - live chat, help email, and phone
• Be the service expert clients turn to for order status, claim pages, sizing, how to order, swaps, refunds - and pretty much anything else (full training provided)
• Keep an eye on production timelines and proactively update customers before they have to ask
• Know when to handle something yourself and when to triage it - to Customer Success, Logistics, Supply Chain, or Sales - using clear judgement, not guesswork
• Own and keep our help pages / knowledge base fresh, accurate, and genuinely useful

Application process

• Initial call with the Talent Lead: an informal call to discuss the role and your relevant skillset
• Interview with the Head of Operations (line manager) and Customer Success Coordinator: you'll have a chance to discuss your experience in more detail with the team you'll work closely with

About Go Swag

We're reinventing the corporate gifting industry through technology.

Founded by tech entrepreneurs, Go Swag is moving beyond traditional "merch." We believe that software, AI, and smart automation can completely transform how the world's biggest brands celebrate, reward, and build relationships. While the rest of the industry has been slow to change, we are building a future where technology powers personalisation at scale and operational excellence.

From onboarding packs for new hires to global event giveaways, we deliver sustainable, premium merchandise that recipients actually love and use for years. We handle the entire end-to-end lifecycle - design, production, global storage, and distribution - making branded gifting effortless and borderless.

• Elite Client Base: We are trusted by the most influential companies on the planet, including Meta, Intel, Unilever, ElevenLabs, and Lovable.
• Tech as a Differentiator: we are not just a gifting company; we are a tech-first platform using NextJS, AI, and automation to disrupt a global market.
• Series A backed and scaling fast: this is an exciting moment to join a high-growth startup with serious momentum behind it.
• Sustainability without Compromise: we champion high-quality, recycled products, moving the industry away from gimmicks and toward long-lasting impact.