Inkthreadable
Customer Support & Integration Advisor
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Help our customers bring their brands to life
At Inkthreadable, we help online brands turn their ideas into products, taking care of printing and fulfilment so they can focus on growing their business.
We're looking for a Customer Support & Integration Advisor who enjoys helping people, asking the right questions and getting to the bottom of a problem.
You'll be a friendly point of contact for the brands we work with and their customers, helping over email, live chat and phone. One conversation might be about choosing a hoodie for a first collection. The next could involve tracking down an order, sorting out a print issue or helping someone connect their Shopify store.
There's plenty to investigate behind the scenes, too. You'll work with production teams and fulfilment partners to find out what's happened, agree the next steps and keep customers in the loop.
What you'll be doing
Making things clearer for our customers
- Answering questions about our products, pricing, production times and how print-on-demand works.
- Helping new customers work out whether Inkthreadable is a good fit for their brand.
- Managing a busy inbox of order updates, cancellations, size and artwork changes, and refund or reprint requests.
- Listening carefully when something's gone wrong, responding with care and explaining what happens next.
- Following up on ongoing enquiries so customers know where things stand.
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Helping orders move forward
- Looking into orders on hold because of unavailable stock, missing artwork or files that need adjusting.
- Explaining embroidery digitising fees and helping customers understand what's needed to get their order into production.
- Investigating print concerns, from faded colours and unexpected placement to missing prints.
- Working with production teams and fulfilment partners to arrange reprints, refunds or credits where appropriate.
- Chasing dispatch updates and resolving product errors or failed order submissions, including through dedicated Slack channels.
Getting stores connected
- Helping customers connect their stores through platforms such as Shopify, Etsy and TikTok Shop.
- Investigating why an order hasn't come through or a product is showing as sold out.
- Checking product links, SKUs, variants, fulfilment locations and shipping settings to find the cause of an issue.
- Walking customers through the next steps in clear, everyday language.
- Helping people use our artwork templates and understand print file requirements.
What you'll bring
- A clear, friendly way with words. You can write a helpful reply that answers the question and makes the next step easy to understand.
- Confidence speaking to people. You're comfortable on the phone and can stay calm and considerate when a customer is frustrated.
- A curious approach to problems. You're happy to read an error message, check the details and work through what might have gone wrong.
- Good organisation. You can balance quick questions with investigations that take a little longer, keep useful notes and remember to follow up.
- Care for the person behind the order. Whether someone is launching their first product or running an established store, you understand that their orders matter to them.
- Confidence learning different tools. You'll work across Intercom, Slack, order management systems and e-commerce platforms, moving between them throughout the day.
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Helpful experience
We'd love to hear about any experience you have with:
- Customer support in e-commerce, retail, fulfilment or logistics.
- Shopify or other online selling platforms.
- Troubleshooting store integrations or APIs.
- Print-on-demand, embroidery, direct-to-garment (DTG) or direct-to-film (DTF) printing.
- Spotting and investigating print or product quality issues
You don't need to arrive knowing every print process or platform. Being able to explain things clearly, work through a problem and see it through matters just as much.
If you enjoy helping people and taking the time to get things sorted, we'd love to hear from you.
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