Customer Service Assistant (DTC Jewellery Brand)

We're looking for a Customer Service Assistant to own our day-to-day support operation: email, returns, and social DMs/comments. This is a standalone, full-ownership role - you'll be the primary point of contact for our customers, working closely with our founders.

About Calm Collective

We're a UK-based direct-to-consumer jewellery brand making discreet, beautifully designed spinning rings, necklaces, and bracelets that help people manage anxiety, stress and fidgeting habits. We've served over 100,000 customers since launching in 2022, and customer experience is one of our top strategic priorities for 2026. We want every interaction to feel warm, fast, and caring, because for a lot of our customers, our product plays a role in how they cope day-to-day.

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What You'll Be Doing

1. Managing our Gorgias inbox

- Responding to customer queries (order issues, sizing, product questions, complaints) with empathy, robotic replies

- Handling roughly 30-75 tickets per day

- Following our tone of voice: warm, supportive, and human, especially given that many of our customers use our products for anxiety and sensory regulation

- Flagging and escalating anything sensitive, high-risk, or outside policy to the founders

2. Managing our Swap Returns portal

- Reviewing and approving/declining refund and exchange requests in line with our returns policy

- Keeping the returns process moving quickly and smoothly to avoid customer frustration

- Spotting and flagging patterns (e.g. recurring product issues, abuse of policy) to the team

3. Managing Instagram DMs and Facebook comments

- Responding to DMs and comments in a timely, on-brand way

- Redirecting sales or support queries to the right channel where needed

- Helping protect brand reputation by handling public comments with care and professionalism

4. General

- Maintaining and improving our internal FAQ/macros library in Gorgias as new query types emerge

- Contributing to a positive Trustpilot score through quality of service (see bonus structure below)

- Reporting recurring issues (product, shipping, sizing) back to the founders to help us improve

- Supporting across other areas of the business, such as Creator coordination.

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Compensation & Bonus Structure

- Base pay: $7/hour (Minimum 25 hours per week)

- Performance bonus, tied to our monthly Trustpilot score:

  - 4.6+ by month end → $100 bonus

  - 4.7+ by month end → $200 bonus

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Must-Have Experience

- 2+ years running customer service for an e-commerce/DTC brand

- 2+ years hands-on experience with Gorgias specifically

- Excellent written English skills

- Comfortable using a returns/exchange portal

- Experience responding to social media DMs/comments on behalf of a brand

- Strong empathy and patience

- Reliable full-time availability across UK hours (9am-5pm GMT)

Nice to Have

- Experience with Shopify

- Experience in the jewellery, wellness, or beauty space

- Familiarity with handling sensitive/emotionally-charged customer conversations

- Experience spotting and escalating quality or fulfilment trends to a wider team

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To apply, submit your application through this post. We look forward to receiving your application!