Ecommerce Operations & Customer Support Assistant

We’re a growing independent womenswear fashion brand with a passionate customer base and a small (but mighty) team. We pride ourselves on the exceptional design and quality of our pieces, as well as outstanding customer experiences. As we continue to grow, we’re looking for a proactive, organised, detail-oriented, enthusiastic assistant to support the CEO and help keep the day-to-day business running smoothly.

This is a broad and varied role – suitable for someone who thrives in a fast-paced environment and enjoys doing a bit of everything . The successful applicant will work across customer service, logistics, admin, and day-to-day operational support, gaining hands-on experience in how a fashion e-commerce business runs.

The role is mostly remote , but you must be located within easy access to London (travel to London required 1-2 per month).

Key Responsibilities

E-Commerce Operations:

• Assist with order processing and liaise with fulfillment partners (DHL) to ensure timely shipping
• Monitor inventory and flag low-stock items
• Support with uploading new products, updating listings, and basic site admin (via Shopify)

Customer Service:

• Respond to customer emails and enquiries in a timely, friendly, and professional manner
• Handle returns, exchanges, and customer complaints, ensuring a smooth and efficient process
• Maintain our brand tone of voice across all customer interactions.

Executive Support:

• Work closely with the CEO to assist with daily tasks, calendar management, and ad-hoc projects
• Take ownership of operational to-dos and help streamline internal workflows

General Admin & Business Support:

• Help with spreadsheets, data entry, supplier communications, and general admin
• Support with content planning and scheduling

Photoshoot Assistance:

• Providing organisation and general assistance during our campaign and e-commerce photoshoots.

About You:

• At least 1 year's experience in a similar role (customer service, admin, operations, or e-commerce)
• Passionate about fashion, with a keen interest in independent or DTC brands
• A strong communicator – you write clearly and professionally and can handle customers with empathy and efficiency
• Highly organised, proactive, and detail-oriented
• Tech-savvy – confident with email tools, spreadsheets
• Comfortable working independently in a small team and taking initiative
• Experience with e-commerce platforms like Shopify or similar is a plus (training can be given)

What We Offer:

• The role will start off on a freelance basis with the potential to evolve into a permanent role
• Flexible working (hybrid or remote for the right person)
• Opportunity to work closely with the CEO and see every part of the business
• Generous staff discount
• Birthday Gift
• Room to grow – as we scale, so can your role. Career growth into brand, logistics, or marketing, depending on interest.