About

Hours: 1 hour per day (Monday–Friday) Time: Between 3pm–7pm UK time Tools: Gorgias, Shopify, Easyship Luther Bennett is a UK premium pet brand. We’re hiring a part-time Customer Support Assistant to cover our evening support window and ensure the inbox is cleared each day. The work is straightforward but demands consistency, accuracy, and attention to detail. You will follow established SOPs and use our macro database for all customer replies. The brand is scaling, so there is scope for additional hours over time. Responsibilities Daily (1 hour) Log into Gorgias and clear all open tickets within your shift Respond to customer queries using our macros/SOPs Check order statuses and tracking (Shopify + Easyship) Flag issues requiring escalation (returns, damaged items, sizing questions) Apply correct tags and internal notes Check social DMs if time allows Ensure all communication is accurate and aligned with our tone of voice Weekly Maintain 0–5 ticket backlog Highlight recurring issues or common customer questions Report any order or fulfilment anomalies in Shopify Requirements Strong written English (clear, concise, consistent) Experience with Gorgias or another helpdesk tool Experience with Shopify Ability to follow SOPs without deviation High reliability and punctuality Available every weekday in the UK afternoon/evening What Success Looks Like Inbox fully cleared during your shift Tickets handled accurately with correct macros Escalations flagged properly Responses match brand tone and SOPs No missed messages, errors, or follow-up issues