Customer Service Lead

At Shirt in a Box, we’re all about surprise, sport, and serious growth. Founded in Belfast in 2021, we’ve shipped over 200,000 mystery football shirts to fans across the world, from local supporters to global collectors. We sell through UK and US stores and we’re growing fast. We’re a young, ambitious team building something special here in Northern Ireland: an exciting mix of e-commerce, retail, and real-world football culture.

Job Summary

We’re looking for an organised, calm and customer-obsessed Customer Service Lead to own how our customers experience Shirt in a Box after they click “buy.” You’ll run our support inbox day to day: handling the trickier cases yourself, keeping response times tight, and making sure every fan who gets in touch walks away happy. We use an AI-assisted helpdesk, so a big part of the role is improving how it answers customers and stepping in where a human touch is needed. Christmas is our busiest time of year, so you’ll help us get ready for peak and keep things running smoothly through it.

Key Responsibilities

• Owning the customer support inbox (email, chat and social) for our UK and US stores
• Handling escalations: refunds, cancellations, returns, exchanges, address changes and delivery issues
• Monitoring and improving our AI support agent by reviewing its replies, updating help articles and saved responses, and flagging where it gets things wrong.
• Taking the lead in automation of the AI support agent, to improve customer service efficiency.
• Tracking key metrics (response times, resolution rates, customer satisfaction) and reporting on them weekly
• Working closely with the fulfilment team on wrong items, missing parcels and stock questions
• Improving the customer experience through product and marketing feedback.
• Writing and keeping our support processes and FAQs up to date
• Helping to recruit, train and support seasonal customer service staff during peak
• Taking part in staff meetings and office projects

What We’re Looking For

✅ Customer service experience, ideally in e-commerce or retail

✅ Excellent written English: clear, friendly and on-brand, even with an angry customer

✅ Comfortable with tech: helpdesk tools., Shopify a big plus, Claude

✅ Organised, calm under pressure, and able to prioritise a busy inbox

✅ Curious about AI tools and keen to make them work better

✅ Football knowledge is a bonus, but attitude and care for customers matter more!

Why Join Shirt in a Box?

• Be part of one of Northern Ireland’s fastest-growing e-commerce brands
• A real leadership role with room to shape how customer service works as we scale
• Fun, energetic, and supportive team culture. We’re ambitious, but we love what we do
• Great staff discount on our mystery football shirts and other merch
• You’ll be part of something exciting: we’re building a national brand right here in Belfast

How to Apply

Apply via Indeed with your CV and a short note telling us about a time you turned an unhappy customer into a happy one.

We’ll be interviewing and hiring quickly, so don’t wait. Kick off your next role with us! ⚽

Job Type: Full-time

Benefits:

• Casual dress
• Company events
• On-site parking
• Store discount

Pay: From £25,420.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• On-site parking
• Transport links

Work Location: In person