Gaucho Ninja
Customer Service Assistant
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Company Description
Gaucho Ninja is a fast-growing entrepreneurial footwear company specialising in barefoot shoes. We are recognised as an industry leading brand in the barefoot safety footwear market, while also producing high-quality non safety fashion designs that combine comfort, functionality and timeless style.
We are currently in a strong growth phase and are building a small, focused team where every role has real impact. We value clarity, consistency, accountability, and calm, professional communication in everything we do.
The Role
This is a full-time, remote position supporting our customer service operations across email, WhatsApp and Social Media platforms.
You will work closely with and report directly to the COO (Customer & Logistics Lead), helping ensure customers receive calm, accurate and timely support.
This role suits someone who is organised, reliable and confident communicating with customers in a clear and professional way. You will also be expected to follow structured response templates when appropriate and escalate more complex or sensitive issues as necessary.
Key Responsibilities
- Respond to customer enquiries across email, WhatsApp and Social media platforms
- Provide accurate, information on pre order queries, products, orders, deliveries and post-sale care.
- Maintain consistent, calm, clear, and professional communication
- Follow established customer service processes, templated responses and escalation pathways consistently
- Escalate complex, sensitive, or unclear issues to the COO when required
- Identify and flag potential sales, partnership, wholesale or influencer enquiries for review by the COO for triage and onward referral to the appropriate sales team member
- Identify and flag potential marketing related questions, included but not limited to subjects such as video content, published marketing material, website issues, brand identity, for review by the COO for triage and onward referral to the appropriate marketing team member
- Maintain accurate and up-to-date customer records
- Support continuous improvement of customer experience and internal processes
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What We’re Looking For
Essential
- Excellent written and spoken English
- Strong communication skills and attention to detail
- Experience using Instagram and social media messaging platforms
- Ability to follow structured processes and instructions
- Calm, professional, and solution-focused communication style
- Reliable remote working setup (internet connection, equipment, and environment)
- Comfortable working independently within defined procedures
- Respect for reporting structure and escalation boundaries
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Desirable
- Previous customer service experience (not essential)
- Experience handling online customer communication in any context
- Interest in e-commerce, retail, or product-led brands
Working Arrangements
- Full-time role
- Remote working as standard following onboarding and initial training
- Initial training will take place onsite at Head Office in Kingstone Hereford, UK during September, prior to an October remote start date
- In person or Remote working as standard
- Office attendance if required
- Flexible working subject to business needs
- 6-month probation period. Contract terms thereafter to be discussed if brought to interview
- Salary range to be discussed if brought to interview.
- A Non-Disclosure Agreement (NDA) will be required to be signed prior to the start date
Reporting Line
You will report directly to the COO, who leads customer service and logistics operations.
How to Apply
Please forward your CV and covering letter to the COO karen@gauchoninja.com and cc. CEO and Founder li@gauchoninja.com
Successful short list candidates will be contacted for interview by Sept 7th
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