Social Customer Services Advisor

Job Description:

Firebox strives to deliver an extraordinary shopping experience, and as a member of our team, this will be your speciality. You will kill customers with kindness and knock their socks off every day with absolutely stellar service.

This is a key role within our Customer Services team as your output will reflect our brand and tone of voice. We want to create an engaging, fun and innovative customer experience that resonates with our customers. You will support and resolve Firebox customer queries across all Social Media channels where we have a presence, including Facebook, Twitter, Instagram, Trust pilot and YouTube.

What you would be doing:

  • Deliver above-and-beyond customer service
  • Monitor social channels and actively maintain contacts and relationships with the social media platforms and our tools in collaboration with internal teams.
  • Talking directly with our Firebox customers, developing a deep understanding of what our customers really want.
  • Work with the team to develop creative ways to optimise each customer experience.
  • Occasionally collaborating with other departments on various other Firebox projects.
  • As the friendly front-line face of Firebox, you’ll also be covering reception and welcoming visitors to the company. For this, we need someone who loves to take responsibility and knows how to inspire us to keep our office environment looking its best.

In an ideal world - you are:

  • A hard worker with a "no task is too small" attitude.
  • Energetic, kind, sincere, patient, and adaptable.
  • Smart, organised to the point of neuroticism, and have world-class written English skills.
  • Eager to learn every single day.
  • Positive, positive, positive!
  • Ambitious.
  • An eloquent communicator (both online and offline) who understands the importance of tone.
  • Excited to be a brand ambassador for Firebox and build strong customer relationships.
About Us:

We are

A London-based independent lifestyle and gifting retailer disrupting the marketplace with a highly curated mix of alternative homeware, lifestyle accessories, gadgets, food, drink and gifts.

We are passionate about cool products and are dedicated to inspiring our customers with youthful energy and our 'Not for Everyone' attitude.

We are on a mission to to shake things up and get people to embrace their more imaginative side. If you find our mission exciting and share the same outlook as us - then get in touch!

One of our core values is blurring the line between working hard and having fun. We are looking for passionate, smart people who share this same outlook to join our Firebox team.

What we offer:

  • Office right on Spitalfields doorstep
  • Opportunity to work for a fast-paced creative e-commerce company
  • Relaxed working environment, we are not corporate (there is no dress code!)
  • Generous staff discounts

Competitive for the right person. Dependent on experience. Full time, based in our Spitalfields offices.

To Apply:

Please send your C.V. and covering email to with the following:
  • Why you’re right for this role and for Firebox.
  • What your favourite Firebox products are and why.