Customer Service & Order Support (Remote)
Hi! We’re looking for an experienced Customer Experience & Order Support person to join our remote team.
You’ll be the first point of contact for customers, handling enquiries via email and social media inboxes (DMs) including order questions, delivery issues, refunds and replacements, and general enquiries. You’ll maintain accurate internal records and flag recurring issues to the team.
At the start, you will receive full training. After that, you will be the main person for customer support and order issues, with team support available when needed.
This role suits someone friendly, calm, and reliable who enjoys helping people and can work confidently and independently.
About us
Browniegod is an online bakery specialising in beautifully designed brownie gift boxes. We’re based in London, have a large international following, and a wonderful team serving tens of thousands of customers across the UK. To learn more, check out our Instagram @browniegod or our website www.browniegod.com
Your role

Reply to customer enquiries via email and social media inboxes (DMs)
Support customers with order questions, delivery issues, and refunds or replacements
Keep responses friendly, clear, and professional
Use templates and guidelines to keep responses accurate and consistent
Log customer and order issues accurately, and manage follow-ups
Escalate urgent or complex issues when needed
Flag recurring issues and prepare a short weekly support summary
Over time, suggest improvements to templates and workflows to streamline request handling

Weekly meetings

Kitchen: Share customer feedback and recurring issues
Leadership: Review priorities, performance, and progress

Requirements (must-have)

Based in Kosovo
Excellent written and spoken English
1+ years’ experience in customer service, customer experience, or order support (ideally in e-commerce or online retail)
Reliable internet connection
Be able to work from 9am-5pm (Kosovo time). These hours are fixed, with a 12pm to 1pm lunch break.
Comfortable working independently and following clear processes
Strong attention to detail and confident keeping accurate records

Skills (must-have)

Excellent communication skills, both written and spoken
Highly organised and confident managing digital information and records
Friendly and customer-focused, with natural empathy
Strong problem-solving skills and attention to detail
Able to manage competing priorities calmly and consistently
Comfortable working independently, and confident working with a team when needed
Open to feedback and willing to improve processes over time

Benefits

€800 per month
28 paid holiday days per year
3 additional paid days off (25–26 December & 1 January)
100% Remote
1-hour lunch break
Training and on-the-job support

Ready to apply?
Apply here: https://browniegod.notion.site/1e9f2b388cfe83068ce90133e0173d69?pvs=105