My Sunday Ski
Customer Care Advisor - Seasonal (4-Month FTC)
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Role: Customer Care Advisor
Start Date: Late October/Early November 2026
Location: Hybrid - 3 days per week at our South West London HQ, with the remainder WFH
Contract: Full-time, 4-month fixed-term contract (November-February), with the potential to extend on a rolling monthly basis
Vibe: Empathetic, solutions-focused and proactive, with a passion for delivering exceptional customer experiences and turning challenges into positive outcomes.
About My Sunday Ski
My Sunday Ski is a fast-growing, female-founded ski brand reimagining skiwear through a fashion-first lens. We blend high-performance functionality with playful luxury and have built a global community who love our bold designs and viral collections. As we scale, we're looking for a dedicated Customer Care Advisor to join our Customer Care team and ensure that every interaction reflects the premium experience we promise.
Role Overview
As our Customer Care Advisor, you'll be the voice of My Sunday Ski, delivering exceptional support across email, live chat, and review platforms. You'll assist with returns, exchanges, and order issues, working closely with our 3PL partners in the UK and US to resolve queries quickly and effectively. Beyond solving day-to-day problems, you'll play a role in spotting recurring product or logistics issues and feeding back insights to the wider team.
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This is an ideal role for someone who loves building customer trust, is calm under pressure, and thrives on creating smooth, supportive experiences that keep our community coming back.
Key Responsibilities
Customer Support
- Assist with customer communication across email and live chat, ensuring all responses are timely, helpful, and aligned with the brand's tone of voice
- Handle returns, exchanges, and order-related issues with professionalism and care
- Monitor and respond to reviews on Trustpilot, addressing negative feedback with thoughtful solutions
Operations & Logistics
- Liaise with UK and US 3PL partners to resolve fulfilment and returns queries
- Oversee the returns portal (e.g. Swap) and ensure a seamless customer experience
- Track recurring customer or logistics issues and flag them to operations and product teams
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Tools & Platforms
- Manage the customer service platform (currently Gorgias) to handle tickets efficiently
- Provide feedback on process improvements to streamline customer journeys
- Proactively make recommendations to streamline customer service processes
Insights & Reporting
- Identify recurring product issues and feed back to design and production teams
- Share trends in customer queries or complaints to improve future collections and logistics
- Provide regular updates on customer sentiment
What We're Looking For
- Empathetic and solutions-focused, with excellent written communication skills
- Organised and proactive, with the ability to manage multiple queries at once
- At least 2 years of customer service experience within the fashion/e-commerce space is essential
- Confident using platforms such as Shopify and customer service software (experience with Gorgias or Swap is a bonus, but not essential)
- Comfortable working with 3PLs and external partners to resolve customer issues
- A team player who thrives in a fast-paced, growing brand environment
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