Customer Service

2 weeks ago

Cheadle Hulme, Stockport, United Kingdom gee Full time £30,000 - £35,000 per year

Full-time · In-house (Cheadle Hulme, Manchester)

Salary:
 £30,000–£35,000 (depending on experience and operational ability)

Bonus:
 Performance-based incentive

Company:
 gee -  / Instagram - @geehair

We're looking for a dependable, proactive person to take full ownership of customer service and order operations at gee - a multi-award winning hair brand.

This role suits someone who's detail-driven, organised, and confident working independently - someone who enjoys creating structure, solving problems, and ensuring every customer receives a smooth, luxury-standard experience from start to finish.

About gee

gee is a premium hair extension brand trusted by iconic women around the world, including Anne Hathaway, Rebel Wilson and Eva Longoria. We've recently won three major hair industry awards, including a
Marie Claire Hair Award
.

We design every product and experience with one purpose: to help women feel like the most confident version of themselves.

Our small, dedicated team operates with integrity, care, and a deep respect for craftsmanship and customer trust. We're now seeking a professional who shares those values to take full ownership of our customer experience operations.

The Role

  • Manage customer experience across all online touchpoints.
  • Act as the final escalation point for complex queries and disputes.
  • Oversee chargebacks, refunds, and courier claims with accuracy and professionalism.
  • Maintain gee's warm, luxury tone in every communication.
  • Identify opportunities to improve customer journeys and internal processes.
  • Create and refine service templates and SOPs to ensure consistency.
  • Collaborate with fulfilment and marketing teams to support smooth operations and gifting campaigns.
  • Track and report key metrics such as resolution rates, chargebacks, and satisfaction trends.

About You

  • 5+ years' experience in e-commerce customer service (online only).
  • Calm, empathetic, and professional - especially when resolving complex issues.
  • Excellent written communication and attention to detail.
  • Experienced with Helpdesk platforms, order systems, and dispute management.
  • Highly organised, self-motivated, and able to take ownership of outcomes.
  • Enjoys improving systems and processes, not just responding to emails.

Why You'll Love working Here

At gee, we're building something with real momentum, and everyone in the team plays a vital role in that. We're small, we move fast, and we care deeply about the details.

You won't be micromanaged. You'll be trusted to lead, take initiative, and bring your best every day. If you're experienced, driven, and excited by the idea of shaping a luxury, founder-led brand, you'll thrive here.

A Note from Cindy, Operations Manager

"Exceptional service has always been at the heart of gee. It's how we connect with our clients and build lifelong trust.

I've managed this personally until now, but it's time for someone with deep operational and service experience to lead this next chapter.

We're looking for someone who brings care, professionalism, and pride to every client interaction - someone who wants to make their mark in a brand that truly values quality."

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