Customer Support Advisor

Snappy Shopper; Dundee; On-site; GBP 22,000 - 30,000; Full time

Job summary

Snappy Shopper seeks a Retail Support Advisor to serve as the first point of contact for retailers and shoppers. The role involves handling various queries, troubleshooting issues, and ensuring smooth operations within a high-growth tech start-up environment. Ideal candidates are detail-oriented, excellent communicators, and thrive in dynamic settings.

Qualifications

• Strong communicator, polite and professional.
• Detail-oriented and great at data entry.
• Comfortable with multiple processes and workflows.

Responsibilities

• Handling queries from retailers via phone, email, and social media.
• Troubleshooting internal admin platforms.
• Maintaining menus and product data.

Skills

Communication

Multi-tasking

Detail-oriented

Organizational skills

Tech-savvy

Tools

CRM systems

Canva

Job description

Please note that this role will be titled ‘Retail Support Advisor’ internally.

About Us
Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41b in the UK. In addition to our independent retailers, we serve most of the major convenience store players, including Spar, Nisa, Premier and Booker.

Snappy exists to enable local high street businesses to serve their customers online so that local communities thrive, and revenue stays local. Retailers have seen revenue uplifts of between £5k and £120k per month, making the platform mission critical to local business.

Our location
We are a Scottish start-up with just over120 colleagues based around the UK and offices in Dundee and Edinburgh.

You'll be working full-time from our Dundee HQ (City Quay), including evenings and weekends on a rotating schedule.

About the team
We're the team behind Snappy Shopper and Hungrrr, two platforms connecting local retailers and hospitality venueswith shoppers through a seamless digital experience. Our Retail Support team is at the heart of that mission — we’re a friendly, fast-moving, solutions-driven bunch who love solving problems, helping people, and making things run smoothly.

About the role

As a Retail Support Advisor, you’ll be the first point of contact for both retailers and shoppers. Whether it’s updating a store’s opening hours, troubleshooting a payment issue, making menu changes, or resolving query about a delivery — you’ll be right there to sort it out.

Your day-to-day will include:

• Handling queries from retailers via phone, email, WhatsApp, and social media
• Supporting marketing and Point of sale (POS) changes, including Canva designs and social media posts
• Troubleshooting internal admin platforms and updating retailer settings
• Maintaining menus and product data (including age restrictions, stock limits, deals, etc.)
• Resolving or escalating order, payment, and delivery issues
• Spotting trends and helping improve how we work

This is a varied, hands-on role for someone who’s curious, organised, and enjoys getting stuck into the detail.

To be successful in this role, you’ll be/have:

• A strong communicator, with a polite and professional manner across calls, chats and emails
• A multi-tasker, who thrives when juggling priorities and working to deadlines
• Exceptionally detail-oriented, with great data entry and written skills
• Highly organised, comfortable following multiple processes and managing workflows
• Tech-savvy and quick to learn new tools and platforms (bonus if you’ve used CRM systems or Canva)

Bonus points if you've used CRM systems or Canva and have experience working in retail, or retail-facing organisations.

Who you are is as important to us as what you can do. Do these values and behaviors sound like something that would come naturally for you?

• Community: Thrive in team-based environments where you each share the workload and the success.
• Be Snappy: Work at-pace to meet the needs of numerous stakeholders.
• Breaking Barriers: Think of ways to solve problems- we’re a growing business to creative thinking is a real benefit.
• Craic on: Succeed when working with a range of stakeholders.

If you’re someone who enjoys helping others, is confident with systems, and thrives in a dynamic environment, we’d love to hear from you!

What’s in it for you

Why should you consider joining Snappy in this role? Working with a high-growth tech start-up is an exciting and dynamic experience! During your time with us, you'll have the opportunity to develop professionally and apply your learning to help scale the business rapidly. If you're eager to learn and grow, there’s no limit to what you can achieve here. And while this is a temporary position, there is the potential for it to evolve into a permanent role for the right candidate!

Scroll below to read more about our Snappy Reward.

Applying

Don’t forget to include a cover note that tells us why you are interested in the role and shares more about who you are and what matters to you.