Customer Support Advisor

Please note that this role will be titled ‘Retail Support Advisor’ internally.

Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41bn in the UK. We work with independent retailers and major convenience store partners, helping local businesses serve customers online so communities thrive and revenue stays local. Retailers on our platform typically see significant uplift in monthly revenue, making our service mission critical to local high streets.

This is a fixed term contract role. We are a UK company with colleagues across the country and offices in Dundee and Edinburgh. The Customer Support Advisor position is based in our Dundee HQ (City Quay) and will include shift patterns that cover evenings and weekends on a rota. You will be expected to work on‑site as required by the rota and to collaborate closely with colleagues across teams.

You will join the Customer Support team, working alongside Technical Support, Retail Operations and Marketing. The team is collaborative and fast‑moving; everyone contributes ideas and supports one another to provide excellent service to both retailer partners and shoppers. This role provides exposure to multiple parts of the business and is a great opportunity to develop operational and technical knowledge.

The Customer Support Advisor will be the first point of contact for retailers and shoppers and will resolve queries across phone, email, Whats App and social channels. The role involves troubleshooting our internal platforms, supporting simple marketing activity and managing payment or order issues. Full training will be provided and there are clear escalation routes to specialist teams.

Your day‑to‑day will include:

• Handling enquiries from retailers and customers across phone, email, Whats App and social media
• Troubleshooting technical issues, including updating retailer settings, amending menus and using internal admin tools
• Supporting basic marketing activities and campaign tasks (training provided)
• Managing payment, order and account issues and liaising with finance or operations where necessary
• Recording interactions accurately in CRM and ensuring timely follow‑up
• Spotting trends in queries and contributing to process improvements to reduce repeat issues

This is a varied, hands‑on role for someone who is curious, organised and enjoys getting stuck into detail. You will work with colleagues across the business and have the chance to make a visible impact during the contract period.

• Experience working in a customer‑facing role, ideally in a fast‑paced environment
• Comfort with technology and experience administering or troubleshooting systems
• Strong written and verbal communication skills with excellent attention to detail
• Ability to multitask, follow processes and manage workflows to deadlines
• Experience using CRM systems, helpdesk tools or messaging platforms is desirable
• A calm, solution‑focused approach to dealing with customers and partners

Bonus points if you have retail‑facing experience, familiarity with Canva or exposure to payments and order management systems.

• Community: You collaborate and share success with colleagues and partners.
• Be Snappy: You work at pace and adapt to changing priorities.
• Breaking Barriers: You find creative ways to solve problems and open new opportunities.
• Craic on: You enjoy working with a range of stakeholders and bring positive energy to the role.

Joining Snappy for this fixed‑term contract means working with a high‑growth tech business where your contributions are visible. You’ll gain operational and technical experience, work alongside supportive colleagues and have opportunities to develop new skills. We offer a competitive hourly rate and the chance to be part of a fast‑moving team.

Please include a short cover note explaining why you are interested in the role and what you would bring to the team. We welcome applications from people of all backgrounds and are committed to inclusive recruitment.

This role will be titled Retail Support Advisor internally.