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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in high-volume customer service operations, with a focus on customer satisfaction, complaint resolution, and data analysis to drive insights. Capable of working independently while collaborating effectively in a hybrid team environment.
Highest-signal resume keywords
Customer Service ExcellenceComplex Complaint HandlingData Analysis for Market InsightsExperience with Gorgias, Zendesk, or ShopifyLeadership Potential in Team Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Satisfaction KPIsRefunds and Returns ManagementService Recovery ProcessesOperational Data AnalysisHigh-Volume Customer Enquiries Handling
Soft Skills
Active ListeningWritten and Verbal CommunicationOwnership and JudgementCollaboration in Hybrid TeamsMentoring and Training
Tools & Technologies
GorgiasZendeskShopifyAI and Automation Tools
Industry Keywords
Customer Experience (CX)EcommerceContact Centre OperationsUK Market StandardsFast-Paced Start-Up Environment
About the role
Key responsibilities & impact- Deliver high-class frontline customer service interactions and operations meeting or exceeding Customer Satisfaction targets
- Manage UK customer contact across live chat, phone, email, social media, and other channels
- Handle high-volume customer enquiries with ownership, pace, and attention to detail
- Act as a senior point for complex, sensitive, or escalated cases
- Provide proactive service recovery
- Own refunds, returns, warranty, aftercare case handling, and related administration within company policies and assigned authority
- Maintain accurate case, order, and customer records
- Represent Koala professionally in the UK market while applying global CX standards and brand voice
- Work independently during UK business hours under direction from the Senior Manager in Australia
- Collaborate with the UK team in the London hybrid environment
- Analyse contact drivers, refunds, warranty trends, recurring pain points, and other market signals
- Produce UK market and CX insights for leadership
- Support UK and global CX initiatives, process changes, and peak-period priorities
- Support onboarding and training of new Customer Service team members
- Share knowledge, feedback, and best practices with colleagues
- Develop toward potential future team leadership responsibilities
Requirements
What you’ll need- 3+ years in a high-volume customer service, CX, or contact centre role
- Ideally experience in a fast-paced start-up ecommerce or retail environment
- Senior-agent or trusted escalation experience highly regarded
- Proven strong performance against customer satisfaction, quality, and productivity KPIs
- Prior experience with platforms such as Gorgias, Zendesk, or Shopify preferred
- Appetite for leveraging AI and automation preferred
- Exceptional customer service, active listening, and written and verbal English communication skills
- Strong experience handling complex complaints, refunds, returns, warranties, and service-recovery cases end to end
- High ownership and judgement; comfortable working independently with a manager in another time zone
- Analytical mindset and confidence using customer and operational data to identify patterns and communicate market insights
- Collaborative approach and comfort supporting peers in a small London hybrid team
- Leadership potential; experience supporting, mentoring, training, or coaching customer service team members highly regarded
- Comfort collaborating across international time zones, with reasonable planned overlap with Australia (AEST) when required
- Flexibility to work a rotating monthly weekend roster, with weekdays given in lieu
Benefits
Comp & perks- Hybrid working with approximately 2–3 days in the London Treehouse office and work from home
- Generous time off, including Koala life leave, volunteer leave, parental leave, and more
- Free Koala products with ‘mates rates’ for friends and family
- Employee Assistance Program with unlimited sessions for financial, work, relationship, family, or wellbeing support
- Competitive pension matching with NEST
- Learning Management platform
- Individual and team growth budgets
- Dedicated learning and development days
- Volunteer days
- B Corp certification and WWF partnership
- Equal opportunity workplace