Sr. Customer Service Data Specialist

Customer Service Data Specialist

Full-time | UK Shift

About the Role

We are on a mission to deliver outstanding customer experiences across the e-commerce and logistics ecosystem. As online shopping continues to grow and small-to-medium e-commerce sellers expand across multiple platforms (e.g., Shopify, Amazon, eBay, social commerce), operational complexity has increased—particularly around fulfilment and logistics.

This role supports a next-generation, cloud-based Fulfilment-as-a-Service (FaaS) platform designed to help e-commerce sellers compete with large retailers by providing fast, reliable, and flexible fulfilment and delivery solutions.

Were looking for a highly motivated Customer Service Data Specialist who thrives in a fast-paced startup environment and enjoys solving problems, improving processes, and supporting e-commerce clients end-to-end.

Your Impact

Day-to-Day Support

• Handle and resolve support tickets for e-commerce clients, ensuring timely and accurate responses.
  
  
• Provide high-quality customer support from a team that understands logistics and fulfilment workflows.
  
  

Process & System Improvements

• Continuously improve ticketing systems, workflows, and internal processes to increase efficiency and response speed.
  
  
• Identify recurring issues and recommend scalable solutions.
  
  

Problem Solving

• Diagnose and resolve customer issues by analysing data, identifying root causes, and applying known solutions.
  
  
• Escalate complex issues when needed while maintaining ownership of the case.
  
  

Continuous Learning & Optimization

• Proactively seek opportunities to improve team performance, systems, and customer satisfaction.
  
  
• Stay updated on e-commerce and logistics best practices.
  
  

Communication & Collaboration

• Clearly communicate insights, improvements, and updates to internal teams and external stakeholders.
  
  
• Build strong working relationships across operations, product, and customer-facing teams.
  
  

Requirements

Must-Have Qualifications

• 3+ years of experience in Logistics, Operations, E-commerce, or a related field.
  
  
• Proven background in Customer Success, Customer Support, or Operations.
  
  
• Strong ability to learn quickly and adapt in a fast-paced startup environment.
  
  
• Excellent English communication skills (written and verbal).
  
  
• Highly organized with the ability to manage multiple priorities under tight deadlines.
  
  
• Data-driven mindset with the ability to identify problems, spot opportunities, and assess impact.
  
  
• Collaborative, positive team player who contributes to a supportive work culture.

• Intermediate-level proficiency in Microsoft Excel, including the ability to work with formulas (e.g., VLOOKUP/XLOOKUP, IF statements), pivot tables, data validation, and basic data analysis to track support metrics, identify trends, and support operational decision-making.