Customer Experience Specialist

Location

You'll need to be available to attend onboarding in Glasgow, and open to long-term flexibility around working hours and remote working - including covering US time zones from home (UK-based). We'll work out the exact shift pattern together.

We're looking for someone who can bring that to some of the most exciting AI and tech brands in the world.

We're hiring for a brand new role: someone to become the go-to expert on our swag service and be the first point of contact for our clients - whatever they need help with. This is a new-hire role with immediate impact.

• Experience in customer support (running live chat, email, and phone-based; e-commerce or service-based preference)
• Comfortable learning new systems and processes quickly in a start up environment
• Ability to work cross-functionally (e.g. with logistics, supply chain, or sales) to resolve customer issues
• Strong written communication - you can point to help pages or knowledge-base content you've built or maintained
• A clear approach to triage and escalation - tell us your process and how it's worked in practice
• A track record backed by numbers - first response time, resolution time, CSAT, or reduced escalations
• Willingness to attend onboarding in Glasgow, and flexibility to work a shift pattern that may include US hours
• Background in production, purchasing, procurement, supply chain or order coordination
• Working with suppliers, warehouses, couriers or fulfilment providers
• Familiarity with print types and Pantone matching
• Experience working with 3PLs and international shipping or customs documentation
• Promotional merchandise, apparel, print, manufacturing or e-commerce
• Customer service, account coordination or project administration
• Google Sheets or Excel and a CRM or order-management system
• Handling complaints, quality concerns, quotes or invoice checks

We're looking for impact, not just a perfect cv. If you're excited about this role but don't check every single box, we still want to hear from you. We see these requirements as a guide; what matters most is your potential to contribute, your passion for our mission, and your ability to solve complex problems.

• Manage all inbound support channels - live chat, help email, and phone
• Be the service expert clients turn to for order status, claim pages, sizing, how to order, swaps, refunds - and pretty much anything else (full training provided)
• Keep an eye on production timelines and proactively update customers before they have to ask
• Know when to handle something yourself and when to triage it - to Customer Success, Logistics, Supply Chain, or Sales - using clear judgement, not guesswork
• Own and keep our help pages / knowledge base fresh, accurate, and genuinely useful

• Initial call with the Talent Lead: an informal call to discuss the role and your relevant skillset
• Interview with the Head of Operations (line manager) and Customer Success Coordinator: you'll have a chance to discuss your experience in more detail with the team you'll work closely with

Founded by tech entrepreneurs, Go Swag is moving beyond traditional "merch." We believe that software, AI, and smart automation can completely transform how the world's biggest brands celebrate, reward, and build relationships. While the rest of the industry has been slow to change, we are building a future where technology powers personalisation at scale and operational excellence.

From onboarding packs for new hires to global event giveaways, we deliver sustainable, premium merchandise that recipients actually love and use for years. We handle the entire end-to-end lifecycle - design, production, global storage, and distribution - making branded gifting effortless and borderless.

• Elite Client Base: We are trusted by the most influential companies on the planet, including Meta, Intel, Unilever, Eleven Labs, and Lovable.
• Tech as a Differentiator: we are not just a gifting company; we are a tech-first platform using NextJS, AI, and automation to disrupt a global market.
• Series A backed and scaling fast
  : this is an exciting moment to join a high-growth startup with serious momentum behind it.
• Sustainability without Compromise: we champion high-quality, recycled products, moving the industry away from gimmicks and toward long-lasting impact.