Customer Service Representative

Gift&Go; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Gift & Go is recruiting a Customer Service Representative to join a growing, award-winning SaaS gifting platform. You will respond to client and end-user inquiries, manage tickets in Zendesk, and coordinate with suppliers to process refunds, returns and orders. A proactive, detail-driven approach and strong communication are essential.

The role reports to the Head of Department. Full-time with in-office requirements across a five-day week; immediate start or short notice period preferred.

Qualifications

• 1 year of proven experience in customer support or similar role.
• Experience in SaaS/Fintech or online marketing is highly desirable.
• Ability to work in a fast-paced startup environment.
• Strong communication and problem-solving skills.
• Proficiency with Microsoft Office (Word/Excel/PowerPoint).

Responsibilities

• Respond to customer queries and complaints within defined SLAs; follow up to ensure resolution.
• Manage support tickets via Zendesk platform.
• Liaise with suppliers and internal stakeholders for order updates.
• Coordinate refunds, returns, credits and product replacements.
• Process manual orders for clients’ customers.
• Escalate complex inquiries to appropriate teams.
• Support the wider Operations team with additional tasks.

Skills

Customer service

SaaS

Communication

Detail-oriented

Teamwork

Tools

Zendesk

Microsoft Office

Job description

Gift & Gois an award-winning SaaS gifting technology platform which enhances the way that companies reward and reinforce customer loyalty. The platform enables companies to build, manage and publish powerful marketing and rewards campaigns, leveraging its access to product, logistical superiority and global footprint of leading retailers such as Amazon Business. We enable businesses to acquire and retain customers via global gifting technology.

We are currently recruiting for aCustomer Service Representativeto join our growing team. This role involves responding to first-line support queries from both clients and end users during a period of continued expansion.

The successful candidate will report directly to the Head of Department and play a key role in delivering high-quality service and support. Previous experience in a start-up environment - particularly within SaaS, online marketing, or fintech is highly desirable.

We’re looking for a proactive self-starter with exceptional attention to detail, a strong work ethic, and the ability to manage a high volume of tasks efficiently. Excellent communication skills are essential, as is a solution-focused mindset and the ability to work well both independently and as part of a team.

The ideal candidate will be someone who confidently follows established processes and policies, while also bringing creative thinking and intuitive, out-of-the-box solutions when appropriate. Flexibility, ownership, and a strong sense of responsibility are key attributes for this role.

While relevant experience is important, we are ultimately seeking someone who will be a great fit for our high-performing, collaborative team - someone who can build strong relationships both internally and with our clients. Full training will be provided.

• Full-time role (5 working days per week that may include weekends on a rota basis), with a minimum of 3 weekdays in the office
• Working hours may vary depending on the rota
• Immediate start or short notice period preferred

Roles and Responsibilities

• Respond to customer queries and complaints, providing timely and appropriate solutions within defined SLAs; follow up to ensure resolution
• Manage support tickets via the Zendesk customer support platform
• Liaise directly with suppliers and internal stakeholders to obtain updates on specific orders
• Coordinate with suppliers to arrange refunds, returns, credits, and product replacements
• Process manual orders on behalf of clients for their customers
• Escalate complex or unresolved inquiries to the appropriate internal teams
• Support the wider Operations team with additional tasks and projects as required

Experience and Skills

• 1 year of proven experience in customer support, customer success, or as a Client Service Representative, ideally within a SaaS, Fintech, or Online Marketing environment
• Prior experience in a customer loyalty, rewards, benefits, or e-commerce business is highly desirable
• Experience working in a fast-paced technology start-up environment is a strong advantage
• Exposure to the gaming or gifting industry is a plus
• Strong proficiency in Microsoft Office, particularly Word, Excel, and PowerPoint

What we offer

• Competitive salary
• Opportunities for professional growth within a rapidly expanding company
• A collaborative, supportive, and high-performing team environment
• Full-time position (5 working days per week)
• Paid holidays and vacation time
• Additional day off for your birthday

At Gift & Go we embrace diversity and are committed to creating an inclusive and supportive work environment. As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, or any other characteristic protected by law.