Jaded London

Streetwear and fashion retail

Customer Care Assistant

Customer SupportConfirmed live in the last 24 hours

Full-timeLondon, UK

About the Job

Requirements

Ability to work 9:00 a.m. to 5:30 p.m. on a shift basis, with three weekdays in the office and Saturday–Sunday working from home.
Provide excellent customer service.
Solve problems and take initiative.
Communicate effectively in writing and verbally.
Have good knowledge of Excel and Outlook email.
Be diligent and organized.
Have a passion for fashion and the Jaded brand.

Responsibilities

Respond promptly and effectively to customer queries across email, live chat, and social media, assisting with delivery and returns, exchanges, and product-related issues.
Engage with customer comments on social media in a positive, responsive tone aligned with the brand voice and audience.
Use customer service platforms, including Shopify and Gorgias, to manage orders and communications.
Perform accurate data entry and reporting, including updating weekly dispatch and backorder information.
Liaise with the warehouse team to ensure timely order fulfilment and adherence to delivery timelines.
Communicate with the Production and Social teams to maintain accuracy in product details, availability, and launch communications.
Demonstrate product knowledge and passion for the brand in customer interactions.
Resolve shipping, sizing, and pricing issues across all platforms accurately and professionally.
Work toward set goals, targets, and key performance indicators, contributing to continuous improvement in customer service delivery.

Customer Care Assistant

Jaded London · London, United Kingdom · Full-time · Posted 2026-09-07

Workplace: on_site

Description

Reports to:

Customer Care Lead

Role Overview:

From the moment a Jaded customer places an order to the final delivery at their doorstep, our Customer Care Team actively monitors each step to ensure a smooth and seamless experience. Should a customer reach out via email, live chat, or social media, our team is fully equipped and empowered to deliver exceptional service and resolve any issues promptly.

Responsibilities & duties:

Respond promptly and effectively to customer queries across email, live chat, and social media, assisting with delivery/returns, exchanges, and any product-related issues.
Engage with customer comments in a tone that is positive, responsive, and aligned with our brand voice and audience via social media channels.
Use various customer service platforms, including Shopify and Gorgias, to manage orders and communications.
Perform accurate data entry and reporting, including updating weekly dispatch and backorder.
Liaise with the warehouse team to ensure timely order fulfilment and adherence to delivery timelines.
Communicate with the Production and Social teams to maintain accuracy in product details, availability, and launch communications.
Demonstrate strong product knowledge and a genuine passion for the brand in all customer interactions.
Resolve issues related to shipping, sizing, and pricing across all platforms with accuracy and professionalism.
Work proactively toward achieving set goals, targets, and KPIs, contributing to continuous improvement in customer service delivery.

Requirements

Ability to work from 9:00am to 5:30pm on a shift basis (based on 3 days Monday – Friday in office, Saturday-Sunday work from home)
Dedicated to providing excellent customer service
A problem solver, able to take initiative
Strong communication skills, both written and verbal
Good knowledge of Excel and using Outlook emails 
Diligent with strong organisational skills
Friendly and enthusiastic
A real passion for fashion and the Jaded brand

Benefits

50% Employee Discount
24 days holiday per year (plus bank holidays)
A paid day off on your birthday
A paid moving day per year
Hybrid Working Arrangements
Pension Scheme
Bonus Scheme
Employee Assistance Programme for you and your family
£500 employee referral bonus scheme
Local Business Discounts (cafés, fitness, beauty etc)
North-West London office location directly located next to good transport links
Casual office dress code (your style of dress is up to you, wear what you feel best in)
Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
Regular Office Social Events (e.g. payday socials)

Apply

Apply at Jaded London

About the Company

Jaded London

Streetwear and fashion retail

Jaded London is a British fashion and streetwear brand. It designs and sells menswear, womenswear, denim, knitwear, outerwear, and accessories through digital and wholesale channels. The brand serves fashion consumers and retail partners looking for trend-led clothing and seasonal collections. Its model connects creative direction and garment design with sourcing, merchandising, ecommerce, content, marketing, production, fulfillment, and customer care. Work spans fashion design, product development, buying, merchandising, ecommerce, creative, marketing, operations, and logistics.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Elstree and Borehamwood, United Kingdom
Founded: 2013

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