Customer Service Specialist (Luxury E-commerce) - In-house (Cheadle Hulme, Manchester)

ZipRecruiter; Cheadle Hulme; On-site; GBP 29,000 - 31,000; Full time

Job summary

A premium hair extension brand is seeking a Customer Service Specialist in Cheadle Hulme. The role requires managing customer interactions across various platforms, providing expert product guidance, and ensuring a luxury experience. Ideal candidates will have 3+ years in premium e-commerce service, excellent communication skills, and a passion for beauty. Attractive salary and performance-based bonuses available.

Benefits

Performance-based bonuses

Autonomy in role

Qualifications

• 3+ years of experience in premium e-commerce customer service.
• Experience handling card disputes required.
• Strong expertise in matching and recommending products.

Responsibilities

• Be the first point of contact for customer inquiries.
• Provide expert guidance on product matching.
• Manage and improve messaging templates for consistency.
• Collaborate with the fulfilment team for smooth operations.

Skills

Premium e-commerce customer service experience

Comfort with product recommendations

Strong knowledge of Shopify

Detail-oriented and proactive

Emotional intelligence

Exceptional written communication

Multi-task management

Passionate about beauty

Tools

Shopify

Notion

Job description

Job Description

Customer Service Specialist

Full-time · In-house (Cheadle Hulme)

Flat salary + performance-based bonus

Company: gee

www.geehair.com

www.instagram.com/geehair

About gee

gee is a premium hair extension brand trusted by iconic women around the world, including Anne Hathaway, Rebel Wilson and Eva Longoria. We’ve recently won three major hair industry awards, including a Marie Claire Hair Award.

Our mission is to help women feel like the most confident version of themselves. Everything we do, from the products we design to the content we create, is built around that transformation.

We’re a founder-led brand with big ambitions. Our team is small but mighty, and as our community continues to grow, we’re seeking a self-led, experienced Customer Service Specialist to take full ownership of all customer touchpoints.

The Role

We’re looking for a Customer Service Specialist to lead gee’s customer experience.

This is a hands-on, fast-paced role for someone who understands the customer journey, from first point of contact to the final thank you. You’ll thrive in a position where you own the experience, ensuring seamless and thoughtful service at every stage.

You’ll also represent the brand externally, working with celebrity stylists, influencers and UGC creators, and play a key role in how the brand is perceived online.

If you’re highly organised, detail-oriented, and excited to help build a premium brand from the inside, this is a unique opportunity to lead and grow.

Key Responsibilities:

• Be the first point of contact for all customer touchpoints: email, WhatsApp, FaceTime, Instagram, Facebook, and TikTok
• Provide expert guidance on matching and recommend the best hair extensions for every customer’s needs
• Handle enquiries, complaints, returns, and order updates with professionalism and empathy
• Own the customer experience and maintain our luxury standards in every interaction
• Manage and improve messaging templates to ensure consistency with the brand’s tone of voice and high standards
• Manage card disputes with clarity (prior experience required)
• Spot patterns and trends in customer feedback, flagging areas for internal improvement
• Collaborate closely with the fulfilment team to ensure smooth processes and resolve issues promptly
• Engage with our community to build lasting connections and loyalty

What We’re Looking For:

• 3+ years of experience in premium e-commerce customer service (ideally in the beauty or hair industry)
• Comfort and expertise in matching and product recommendations
• Strong knowledge of Shopify, Notion, and other customer service tools
• An eye for detail and a proactive approach to problem-solving
• Emotional intelligence and exceptional written communication skills
• A natural organiser who thrives when managing multiple tasks
• Proactive, commercially aware, and full of ideas to enhance the customer experience
• Passionate about hair, fashion, beauty

What Makes gee Different

At gee, we’re building something with real momentum, and everyone in the team plays a vital role in that. We’re small, we move fast, and we care deeply about the details.

You won’t be micromanaged. You’ll be trusted to lead, take initiative and bring your best every day. If you’re focused, driven, and excited by the idea of shaping a founder-led luxury brand, you’ll thrive here.

Great performance is rewarded with both autonomy and incentive. A bonus is available based on customer experience performance and KPIs.

A Message from Cindy, Operations Manager

“At gee, exceptional customer service has been at the heart of everything we’ve built. It’s how we connect with our community, create trust, and ensure every woman feels confident with every product. Until now, I’ve personally managed our customer service experience, but I’m ready to hand it over to someone who will take full ownership and lead this critical function.

We’re looking for someone who wants to take the reins and own the customer journey. You’ll need strong attention to detail, a proactive mindset, and the ability to manage multiple touchpoints with care and professionalism. You’ll work closely with me, but I’ll trust you to shape the way we serve our customers and ensure every interaction reflects the luxury experience we stand for.

If you’re passionate about delivering exceptional customer service, have a keen eye for improvement, and are excited to grow with a premium brand, I’d love to hear from you.”

Salary

£29,000 to £31,000 depending on skills, experience and ability to take ownership.

Your offer will be tailored based on what you bring to the role. If you have slightly less experience but are ambitious, proactive and ready to grow, please still apply. We’re open to supporting the right person as they grow into full managerial ownership.

How to Apply

Please send your CV and a short note telling us on why this role excites you and what makes you a strong fit.