Customer Experience Lead

Location: Belfast, in the office

Type: Full time, permanent

Pay: £28,000 to £32,000, depending on experience

Hours: Monday to Friday, 9am to 5pm, with some flexibility in peak season

Start date: November 2026

We’re Shirt in a Box, the mystery football shirt subscription. We started in Belfast in 2021 and have shipped over 200,000 mystery shirts to fans in the UK, the US and beyond.

We want one person to own everything that happens after a customer clicks “buy”: the help they get, and whether they stay subscribed.

We use AI for almost everything. This job is about using it to answer customers faster, keep them for longer, and do it without hiring a bigger team.

What you’ll own

• Automation share: how much of the support inbox gets resolved without a person. Up every month.
• Churn: who stays, who cancels, and what we do to keep them.
• The customer’s voice: why people get in touch, and getting the cause fixed.

You’ll work directly with the founder. These numbers will be yours.

What you’ll do day to day

AI support and automation

• Run our AI support agent. Find the questions it can answer on its own and set it up to resolve them start to finish.
• Review its replies, fix where it gets things wrong, and keep help articles and saved replies up to date.
• Spot repetitive manual work, like tagging, routing, order lookups, address changes and follow-ups, and automate it.
• Handle the cases the AI shouldn’t: refunds, chargebacks, delivery problems and anything that needs a human touch.

Retention

• Report churn and retention by month, sport and country.
• Explain why churn moves, for example after a price change or a slow delivery month.
• Come up with retention tests: cancellation saves, win-back offers, pre-rebill messages, milestone surprises for long-standing subscribers.
• Build them with Claude: write the offer, draft the email and the flow, set up the save, and check whether it worked.
• Make sure every support reply that touches a cancellation is trying to save the subscriber.

Customer feedback into the business

• Track the top reasons people get in touch and share them with product, marketing and fulfilment.
• Push for the fix at the source, so the same question stops coming in.
• Report monthly on contact reasons, automation share, churn, and what changed because of them.

Peak

• Get us ready for Christmas, our busiest time, and help train seasonal staff.
• Work with fulfilment on wrong items, missing parcels and stock questions.

How the work gets done

We use Claude to build the reports, draft the emails, set up flows and fix pages on the site. You bring the judgement: checking the work, spotting what looks wrong, and owning the result.

One day you’re sorting an angry customer’s order, the next you’re building a win-back flow or teaching the AI agent a new answer. If you want a job that stays in one inbox, this isn’t it.

About you

Must haves

• You’ve automated or improved a process before, even a small one. Tell us about it.
• You already use AI tools every day, or you’re clearly itching to.
• Excellent written English: clear, friendly and on-brand, even with an angry customer. A win-back email shouldn’t sound like a bank letter.
• You’re comfortable with numbers and can tell a story from a spreadsheet.
• Organised and calm under pressure with a busy inbox.

Nice to haves

• Customer service, e-commerce or subscription experience.
• Shopify, Skio, Klaviyo or a helpdesk tool.
• Proof you can hustle: something you’ve built, sold or run yourself.
• You follow football, rugby or basketball.

What success looks like

• 3 months: you run the inbox and the AI agent, and the share it resolves on its own is up.
• 6 months: you report the monthly churn numbers and have shipped your first retention tests.
• 12 months: most customer questions are answered without a person, and churn is lower than when you started.

What you’ll get

• Ownership of two of the most important numbers in the business from your first month.
• Daily work with the founder and the leadership team.
• Time to learn AI tools properly and build with them.
• A clear route to Head of Customer Experience as we grow.
• Staff discount, casual dress and on-site parking.

How to apply

Send your CV and a few lines on one of these:

• something you automated or fixed that kept going wrong
• a time you used AI to do a job faster or better
• a time you turned an unhappy customer into a loyal one

Everyone who applies gets a short online assessment. Please do it within 5 days. We read every one.