Operations & Customer Support Executive

Operations & Customer Support Executive (Problem Solver)

Remote – UK Business (Egypt-based candidates only)

About the role

• We are a UK-based online lighting retailer looking for a reliable, proactive team member to support customer service and order operations.
• This role is not a call-centre position and not a script-following role.
  You will be expected to think critically, take ownership of issues, and handle situations that do not follow the normal process.
• If something goes wrong, we expect you to:
• Assess the situation
• Take reasonable action
• Keep customers informed
• Escalate with context and suggested solutions
• Silence, waiting, or “just following SOP” is not acceptable in this role.

Working hours & setup

• Monday to Friday: 9:00am – 5:30pm UK time
• 30-minute lunch break
• Friday early finish during winter months (details to be confirmed)
• Fully remote role, but all work is carried out by logging into a computer located in our UK office
• You must be comfortable working UK hours consistently.

Key responsibilities

• You will have end-to-end responsibility for managing customer orders and related issues, including:
• Chasing orders by proactively liaising with suppliers and couriers
• Managing refunds and replacements, handling the full returns process end to end
• Managing and maintaining daily stock updates, identifying and flagging discrepancies early
• Staying on top of supplier communications, ensuring responses are received and followed up
• Managing all aspects of order processing, including delayed orders, shortages, and non-delivered orders
• Proactively updating customers when issues arise (not just when customers chase)
• Monitoring inboxes, chats, and marketplace messages to ensure SLAs are met
• Identifying recurring issues and raising them early, with suggested solutions
• Escalating issues appropriately when delays, risks, or customer dissatisfaction are likely
• When something does not follow the normal process, you are expected to think, decide, and act, not wait passively.

What we are specifically looking for

• Strong written and spoken English
• Experience in customer service and order operations (e-commerce experience preferred)
• Ability to think independently and make judgement calls
• Comfortable working with ambiguity when no SOP fully applies
• Reliable, disciplined, and communicative
• Someone who does not disappear and clearly communicates availability or issues

What we are not looking for

• Someone who waits to be told what to do
• Someone who freezes when there is no clear SOP
• Someone who escalates everything without thinking
• Someone who goes quiet when things become difficult

Contract & trial

Paid role

• Initial trial period of 2–4 weeks
• Continuation based on reliability, communication, and judgement
• Long-term opportunity for the right person

Important – please read carefully before applying

• To apply, please answer all of the following questions in your application:
• A customer’s order is delayed, the supplier is not responding, and the customer is chasing for updates.
  What would you do in the next 24 hours?
• Give a real example from your previous work where there was no clear SOP, and you had to decide what to do yourself.
  What was the situation, what decision did you make, and what was the outcome?
• Confirm that you can work 9:00am–5:30pm UK time, Monday to Friday, and that you will send a start-of-day and end-of-day written update.
• Applications that do not answer these questions will not be considered.

Why work with us

• We value ownership, reliability, and clear thinking.
  If you communicate well, take responsibility, and solve problems properly, you will be trusted and given room to grow.