Ecommerce Ops & Customer Experience Associate

Jewells; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A fast-growing jewellery brand based in London is seeking an Ecommerce Operations & Customer Experience Associate. This hybrid role involves managing ecommerce operations and providing customer service support. Ideal candidates have 1–3 years of experience in ecommerce or customer service, excellent communication skills, and are detail-oriented. Opportunities for growth within the brand are available, along with competitive salaries and perks.

Benefits

Generous staff discounts

Room for development

Collaborative environment

Qualifications

• 1–3 years experience in ecommerce or customer service.
• Experience within a consumer brand or DTC business is ideal.
• Comfortable working across multiple platforms.

Responsibilities

• Manage and monitor order flow across back-end systems.
• Handle customer communications via Gorgias.
• Assist with testing and implementing system integrations.

Skills

Ecommerce operations management

Customer service

Problem-solving

Communication

Attention to detail

Tools

Shopify

Gorgias

Job description

About Jewells:

Jewells is a fast-growing, design-led brand based in London, known for delivering high-quality, timeless jewellery pieces with a modern edge. Our team is passionate about crafting exceptional customer experiences at every touchpoint – from first click to unboxing. We're on the lookout for a detail-oriented, proactive individual to join our Ecommerce & Customer Experience team to help us scale our operations and elevate the customer journey.

The Role

As our Ecommerce Operations & Customer Experience Associate, you will sit at the intersection of backend ecommerce operations and front-facing customer service. You’ll be responsible for ensuring smooth order processing and fulfillment, while also being the go-to person for customer queries via our support platform, Gorgias. This hybrid role is perfect for someone who thrives in a fast-paced ecommerce environment, enjoys solving problems, and genuinely cares about delivering a high-quality customer experience.

Key Responsibilities

Ecommerce Operations

• Manage and monitor order flow across back-end systems (Shopify, OMS, warehouse software, 3PL platforms).
• Troubleshoot and resolve issues related to order processing, stock discrepancies, shipping delays, and fulfillment errors.
• Liaise with logistics and fulfillment partners to ensure accurate and timely deliveries.
• Assist with testing and implementing system integrations (e.g. new apps, automations, or platforms).
• Track KPIs relating to delivery performance, returns, and customer satisfaction.

Customer Service & Experience

• Handle customer communications via Gorgias, providing friendly, efficient, and accurate responses across email, live chat, and social channels.
• Manage queries around order tracking, returns, exchanges, and product information.
• Ensure a seamless end-to-end customer experience, flagging common issues and suggesting improvements.
• Work closely with the marketing and product teams to align messaging, promotions, and product updates across customer service touchpoints.
• Contribute to the creation of FAQs, automated responses, and internal support documentation.

Customer Loyalty & CRM (Bonus)

• Assist with the execution and tracking of customer loyalty programmes.
• Help manage review collection platforms (e.g. Trustpilot, Yotpo, etc.).
• Support the setup and monitoring of CRM journeys to nurture repeat customers and elevate brand engagement.

What We’re Looking For

• 1–3 years experience in ecommerce, customer service, or operations (ideally within a consumer brand or DTC business).
• Comfortable working across multiple platforms like Shopify, Gorgias, and fulfillment/OMS tools.
• Excellent written and verbal communication skills.
• Strong attention to detail, with a problem-solving mindset.
• Organised, proactive, and comfortable wearing many hats in a small but growing team.
• Bonus: Experience working with loyalty/review tools or CRM systems.

What We Offer

• Competitive salary based on experience.
• Opportunity to grow with a fast-paced brand making a mark in the jewellery space.
• A collaborative, creative environment in our central London HQ.
• Generous staff discounts and perks.
• Room for development into a more specialised CX or Operations role depending on your interests.