Ecommerce Ops & Customer Experience Associate

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.

• 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.

• 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.

• 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.

• 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.