Customer Experience Specialist

Role title: Customer Experience Specialist

Type: Freelance / Contractor (~5 hours per week)

Start date: ASAP

Location: Fully remote

Remuneration: £500-750 per month

JOB DESCRIPTION

Katto is a modern kitchenware company. From our workshop in Sheffield, we design and hand-make exceptional kitchenware. And - courtesy of our brilliant customers - we're growing very quickly. In light of this, we're on the hunt for a brilliant Customer Experience Specialist to deliver exceptional customer experiences that reflect the quality, care and craftsmanship behind everything we make.

THE ROLE

This is not a traditional customer service role.

We use AI tools to automate the obvious. So your role is to review those suggestions, make good decisions and ensure every customer interaction is timely and feels thoughtful, personal and genuinely helpful. 

Specifically you will:

• Review and manage customer emails through Gorgias.
• Use AI drafted responses as a starting point, not a final answer.
• Resolve customer issues relating to orders, deliveries, products, warranties and returns.
• Make sensible commercial decisions within agreed guidelines.
• Escalate unusual or complex cases.
• Learn our products and policies in depth.
• Improve documentation, knowledge bases and customer experience processes.

THE SKILLS

We are specifically not looking for a customer service professional. 

In fact, some of the best candidates may come from ecommerce, retail, hospitality, operations, account management or small business backgrounds. You might be a small business owner looking for flexible work, a parent returning to work or a semi-retired professional.

We care far more about judgement, communication, ownership and common sense than we do about years of customer service experience.

That said you will have:

• Excellent written communication.
• Strong judgement and decision making.
• Comfortable working with AI tools.
• Attention to detail.
• Naturally curious and willing to learn products in depth.
• Reliable and self managing.
• Able to represent a luxury brand with confidence.

ABOUT US

We want Katto to be a lively, inclusive and diverse place to work. And with this in mind we'd love to hear from people of all ethnic origins, national origins, genders, races, colors, religious beliefs, disabilities, sexual orientations, ages and marital statuses.