LA
Customer Service Specialist offering support for customers in a fast - growing pet insurance company. Responsible for handling inquiries and ensuring customer satisfaction through various communication channels.
About the role
- Respond to tickets from merchants, providing excellent support about our platform, products and services.
- Resolve first-line technical issues including shipping method changes and database updates.
- Investigate issues systematically by checking logs, understanding error messages, and identifying whether problems are merchant-related or system bugs.
- Escalate complex issues to the appropriate engineer with full context, order IDs, error logs, and assessment of urgency.
- Create and maintain comprehensive technical documentation for common issues and resolutions.
- Maintain training materials for our AI-powered chatbot.
- Build internal Zendesk guides enabling agent self-service before escalation.
- Develop escalation playbooks covering standard troubleshooting approaches.
- Run training sessions when new features launch or common issues emerge.
- Improve onboarding materials and processes in collaboration with Head of Customer Services.
- Support agents working across Prodigi and our associated brands.
Requirements
- 3+ years of experience in customer support, ideally in a technical, print-on-demand, or e-commerce environment.
- Tech-savvy with ability and willingness to learn new systems quickly.
- Experience working with AI-powered software tools.
- Comfortable navigating multiple dashboards and admin interfaces.
- Can read error messages and logs to understand what's going wrong.
- Collaborative approach, able to bridge CS agents and engineers effectively.
- Self-motivated with ownership mentality - see problems and want to fix them permanently.
- Excellent written communication skills with ability to break down complex concepts to help others understand.
- Documentation enthusiast who enjoys writing things down and organising information.
- Desirable: Experience working with geographically distributed teams.
- Desirable: Experience with Shopify, Etsy, WooCommerce, or similar e-commerce platforms.
- Desirable: Basic understanding of APIs, JSON structure, and why integrations fail.
- Desirable: Zendesk or similar ticketing systems experience.
- Desirable: Experience with print file requirements (resolution, bleed, file formats).
- Desirable: Previous team lead or senior specialist experience.
- Desirable: Experience training or mentoring others.
Benefits
- 25 days holiday per year, plus one additional day off for your birthday.
- Company pension scheme (4% employer contribution, 5% employee contribution).
- Healthcare cash plan.
- A charity day per year to volunteer at a recognised charity.
- Opportunity to work in a dynamic and fast-growing business at the forefront of the print-on-demand industry.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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