Technical Product Support Specialist

At Gozney, we're on a mission to change the way the world cooks outdoors. Since 2010, Gozney has made cooking with fire easy by pioneering next-level pizza ovens. Harnessing knowledge from our origins in commercial ovens, Gozney’s multi-award-winning outdoor pizza ovens are beautiful, high-performing, durable tools designed for chefs and made intuitive for beginners, so anyone can make, create, cook, connect, discover, and grow.

We are creators of new experiences, and we’re seeking motivated individuals excited to join our expanding team and embark on an incredible journey. We are passionate, innovative, bold, and relentless. All while having a ton of fun. Whether you're excited about pizza, outstanding products, food culture, lifestyle, the outdoors, or thrill-seeking – or if you're simply looking for a company that values you– apply today.

As a Technical CX Support Specialist at Gozney, you'll help customers get the most out of their products by providing technical advice, troubleshooting issues and resolving after-sales queries.

Working closely with the Senior Technical Customer Experience Manager and other teams, you'll support warranty claims, help resolve product and delivery issues and maintain accurate customer records. You'll also share customer feedback, help identify recurring problems and contribute to improvements in our products, processes and overall customer experience.

You'll build a strong understanding of Gozney products, how they work and how customers use them, so you can provide helpful, practical support and deliver a great customer experience.

• Respond to customer enquiries by phone, email and live chat, supporting customers across different markets as needed.
• Provide technical advice and troubleshoot product issues, helping customers find effective solutions.
• Manage warranty claims in line with company policies, ensuring cases are handled fairly and efficiently.
• Record and manage customer cases accurately using Gozney's customer service systems.
• Create and maintain product guides, FAQs and troubleshooting resources to help customers use and care for their products.
• Build and maintain strong product knowledge, including new releases, competitor products and how customers use Gozney products for cooking.
• Explain product features and functionality clearly, helping customers understand the benefits of their purchase.
• Handle after-sales enquiries, working with operations to resolve delivery issues and keep customers updated.
• Work with warehouses and couriers to coordinate returns and resolve shipping problems.
• Identify recurring customer issues, investigate potential product faults and share feedback with the relevant teams.
• Recommend improvements to products, customer support processes and the overall customer experience.
• Report customer trends and common issues to the Director of CX and Senior Technical Support Manager.
• Support other tasks as required by the business.

• Experience in customer service or technical support, ideally in a product-focused business.
• Strong organisational skills and attention to detail, with the ability to manage multiple cases and priorities.
• A calm, patient and empathetic approach when dealing with customers, including challenging situations.
• Clear written and verbal communication skills.
• Confidence using digital systems, ideally including customer service platforms such as Zendesk, Shopify or Net Suite.
• A practical, problem-solving mindset, with the ability to investigate issues and identify their root causes.
• An ability to understand technical product information and explain it in a way customers can easily understand.
• An interest in food, cooking and outdoor cooking products.

• Competitive salary, bonus scheme, Pension, benefits, and pizza!
• Flexible paid time off including 26+ days holiday
• Fun hybrid work environment – 3 days a week in our Bournemouth office
• Free Roccbox and Friends and Family discount on Gozney products

Gozney is an equal opportunity employer that values diversity and inclusion. We embrace individuals of varied nationalities, backgrounds, experiences, abilities, and perspectives. Our ongoing commitment is to foster an inclusive and supportive workplace, enabling you to excel in your career.