Customer Service & Marketplace Operations Assistant

Job Title : Customer Service & Marketplace Operations Assistant (Ecommerce / Marketplace) Location : Remote Reports To : Founder / Core Team Work Shift : UK time overlap required Working Hours : Part-time; 20 hours per week (with potential to scale full-time) Job Description: We are seeking a Customer Service & Marketplace Operations Assistant to support a global secondhand fashion marketplace operating across multiple regions and dealer networks. This role is responsible for managing customer service tickets, coordinating with dealers and couriers, supporting VIP customer relationships, and helping monitor marketplace activity and website performance metrics to improve customer experience and operational efficiency. This is not a traditional customer service role. It requires strong attention to detail, high responsiveness, and the ability to manage multiple communication threads across customers, dealers, and logistics partners. The role also includes VIP customer relationship management and marketplace monitoring responsibilities, requiring stronger communication judgment and operational awareness. The position will start as a part-time role focused across customer support, VIP customer relations, marketplace coordination, platform support, and operational reporting, with the potential to expand as the business grows. Key Responsibilities: Customer Service & Ticket Management Manage daily customer service tickets via Gorgias (approx. 20–50 per day) Respond to customer inquiries related to products, orders, policies, and tracking Maintain clear, professional, and timely communication aligned with brand tone Escalate complex issues to the internal team when required Identify recurring issues and suggest improvements to reduce support volume VIP Customer Relations Provide high-touch support to VIP customers with elevated service standards Handle VIP inquiries with greater speed, attention, and communication quality Build stronger customer relationships through personalized support and follow-up Ensure premium customer experiences across high-value customer interactions Order & Fulfillment Coordination Monitor courier and dealer emails and update tracking information in the system Ensure order tracking and fulfillment statuses are accurate Forward fulfillment, customs, and delivery updates to customers Follow up with dealers on delayed fulfillment Provide proactive customer updates when delays occur Returns & Refund Management Approve return requests based on platform processes Send return reminders and follow-ups to customers Track return shipments and coordinate dealer confirmations Process refunds once confirmations are completed Maintain organized return case records Dealer & Marketplace Coordination Communicate with dealers regarding product details, fulfillment, and returns Request information needed to resolve customer issues Follow up to ensure timely dealer responses Help maintain smooth coordination across marketplace participants Administrative & Operational Support Maintain organized records of tickets, returns, and customer communications Support weekly customer service reporting Review dealer payout documents and adjust for returns Monitor and report on key website dashboard metrics, including site speed, storage levels, and top-performing landing pages Assist in improving workflows and operational efficiency Growth & Platform Support Assist with TikTok product uploads (steps provided) Monitor user behavior on the website using Hotjar and report findings weekly Support platform admin tasks during lower ticket volume Help identify customer journey friction points and support workflow improvements Qualifications: Required Experience in customer support within ecommerce or marketplace environments Strong written English communication skills Ability to manage high ticket volumes with accuracy and efficiency Strong attention to detail and process-driven mindset Ability to coordinate with multiple stakeholders (customers, dealers, couriers) Experience with helpdesk tools (Gorgias or similar) Ability to work independently and proactively Comfort working with reporting dashboards and basic analytics tools Preferred Experience working in fashion, apparel, or luxury product environments Familiarity with fashion brands, particularly secondhand, vintage, or designer labels Experience supporting VIP or high-touch customer relationships Familiarity with Shopify or ecommerce platforms Experience handling returns, refunds, and order tracking workflows Familiarity with Hotjar or customer behavior analytics tools Familiarity with global shipping and multi-vendor marketplace systems