Customer Support Hero

Alpkit Limited.; Nottingham; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Staff discount for you, friends, and家

Wellbeing initiatives: paid give back,

Hybrid working (min 3 days on-site)

Environmentally minded company culture

Job summary

Alpkit Limited is seeking a friendly Customer Support Hero to join our award-winning team in Nottingham. You’ll guide customers from order to delivery and handle aftersales with care, drawing on our Alpine Bond warranty ethos.

You’ll deliver fast, welcoming help via email, live chat, and phone, while sharing gear knowledge and supporting cross-department collaboration to ensure timely dispatch and delightful service.

Qualifications

• Experience in customer service or retail is a plus.
• Fluent in written and spoken English.
• Deep passion for adventure, outdoors or sports.
• Aligned with Alpkit’s values on sustainability and outdoors.

Responsibilities

• Deliver fast, friendly support via emails, live chat, and phone.
• Help deliver sales by providing excellent service.
• Guide customers from purchase to delivery, with no jargon.
• Liaise with Alpkit teams to ensure timely dispatch.
• Process payments and troubleshoot order issues with care.
• Resolve product questions, warranty claims, and aftersales needs.

Skills

Customer service

Communication

Outdoors passion

Tech literacy

Team player

Tools

Word

Excel

Mac apps

Job description

Location: Newthorpe, Nottingham, NG16 3SU

Hours: 37.5

Everyone has a story. What’s yours?

Here at Alpkit Group, we enjoy serving customers and enjoy closing a sale. We are helpful, engaging, and knowledgeable. We feel pride when we get a review, and when we see customers with our products in use. From the UK designed and made bikes in our workshop, to the bouldering pads and backpacks made in our UK factory, we’re obsessive about Product and Customer Experience. We’re currently looking for a new Hero to join our award-winning Customer Support team. Someone who loves gear as much as we do and can talk about that gear to our customers!

The Difference You’ll Make

You’ll work within the Customer Support team with responsibility for guiding our customers from order all the way through to delivery. You’ll also help our customers with any Aftersales care they may need, with our fantastic 3 year ‘Alpine Bond’ warranty as a guide. Customer Service is at the core of the Alpkit, Sonder and Trakke experience, and we work hard to continuously improve that experience.

A Typical Day

• Deliver fast, friendly, and genuine support via emails, live chats, and phone calls.
• Help deliver sales by offering the best service around.
• Guide customers smoothly from purchase to delivery, no bumps, no jargon.
• Liaise with teams across Alpkit to ensure timely dispatch and seamless support.
• Process payments and troubleshoot order issues with care.
• Resolve a variety of queries, including product advice, warranty claims, and aftersales care.
• Share your gear knowledge and outdoor love with anyone who needs a little inspiration for adventure.

Your Expertise

• Computer savvy, with working knowledge of Word, Excel, and Mac-based apps.
• Fluent in written and spoken English, with excellent communication skills.
• Confident and upbeat, especially when helping others.
• Experience in customer service or retail is a plus, but we value enthusiasm and attitude just as much.
• Deep passion for adventure sports or wild places.
• Alignment with Alpkit’s values around sustainability, repair, and the outdoors for everyone ethos.

What You’ll Bring

• A love for the outdoors and a desire to help others explore it too.
• An authentic, can-do attitude plus a bit of grit and humour when things get tough.
• Curiosity and a willingness to learn: about our gear, our systems, and the people we serve.
• A collaborative mindset, you’re happy to pitch in and share wins as a team!

Perks of the Job

• Staff discount for you, your friends, and your family.
• Wellbeing initiatives such as paid ‘give back’ days, commuting subsidy for low-impact and access to gym discounts, eyecare vouchers and wellbeing days on top of your annual leave.
• Hybrid working (minimum 3 days on-site at Alpkit Campus).
• Work somewhere that values people and planet as much as profit.

If you need reasonable adjustments at any point in the application or interview process, please let us know. We value all cultures, backgrounds, and experiences, Alpkit is an equal opportunity employer and welcomes everyone to our team, so be yourself, join our community and help us “go nice places and do good things”.