Online Customer Support

Location: UK Remote (preference for candidates based in the Scottish Central Belt)

Hours: Flexible - we're open to exploring arrangements that work for both you and the business, including some evening and weekend working

About Unfolded

We're Unfolded - a sustainable, made-to-order fashion brand on a mission to change how clothes get made. No waste, no overproduction, no compromise on quality.

Every piece is made only after it's ordered, which means our customers are part of something different from the moment they hit "buy."

That moment - and every one after it - is where you come in.

Our customer support team help our community of over 100,000 women with everything from sizing queries to returns and production timeline queries.

The role

This is a fast-paced, high-volume role where you'll be working through a steady flow of online tickets every shift - responding quickly, accurately and always in our brand voice. You'll help customers understand our made-to-order model, troubleshoot issues, and turn everyday interactions into moments of real connection with the brand.

This is a role for someone who thrives under pressure, takes pride in getting the small things right, and genuinely enjoys helping people - at speed and at scale.

As we grow we're looking for a mix of cover from during the week to evenings and weekends. We'll explore the options with all candidates who reach interview to ensure the right fit for them and the Unfolded community.

What you'll be doing

• Managing a high volume of online customer tickets across email and social channels - hitting quick response times without sacrificing quality
• Prioritising the support inbox effectively, knowing what needs answering now versus what can wait
• Guiding customers through our made-to-order process, including lead times, sizing, materials and order updates
• Resolving issues end-to-end, from order amendments to returns and exchanges
• Spotting patterns in customer feedback and flagging insights to the wider team
• Keeping our help content, FAQs and macros up to date and on-brand
• Working flexibly to cover key customer touchpoints, including some evening and weekend hours

What we're looking for

• Proven ability to manage a high volume of tickets while maintaining quality and a quick turnaround
• Excellent attention to detail - you notice the things others miss, even when moving fast
• Strong written communication, with a natural warmth and clarity in your tone
• Experience handling online customer tickets (Gorgias experience would be a big plus)
• Comfortable working independently, managing your own time, and staying organised under pressure
• Flexibility around working hours - happy to discuss arrangements that suit you, knowing the role will include some evening and weekend cover
• A genuine interest in sustainability, fashion, or both

Nice to have

• Experience with Shopify
• Previous work in DTC, fashion or sustainable consumer brands
• Familiarity with returns/logistics platforms

Why Unfolded

• Genuinely flexible working -we'll build hours around what works for you and the business
• Remote-first, with a preference for the Scottish Central Belt so we can meet up when it matters
• A small, ambitious team genuinely trying to do things differently
• The chance to change how the world shops...

How to apply

Send us your CV and a short note telling us why this role caught your eye - we'd love to hear what drew you in.