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Senior Customer Services Specialist

  • Remote
    • Cardiff, Wales, United Kingdom
  • Operations

Job description

About us

Prodigi is the leading global print-on-demand platform, enabling businesses to scale their operations through streamlined supply chains and maximised profits. Founded in 2014, we ranked 14th on the Sunday Times Virgin Atlantic Fast Track 100 list of the UK's fastest-growing companies. With a worldwide network of over 50 production facilities across 10 countries, including four in-house plants, we offer the tools to print any image on any product and ship anywhere.

The opportunity

We are seeking a tech-savvy Senior Customer Services Specialist to act as second-in-command to our Head of Customer Services, bridging the gap between our customer service and engineering teams. You will be responsible for providing excellent service to our merchants, triaging complex technical escalations, and building comprehensive documentation as you learn.

This role will be pivotal in training agents across multiple brands. You will handle technical escalations from our agent team, resolve issues using admin tools and system knowledge, and escalate effectively to engineering when needed.

Key responsibilities

  • Respond to tickets from merchants, providing excellent support about our platform, products and services.

  • Resolve first-line technical issues including shipping method changes and database updates.

  • Investigate issues systematically by checking logs, understanding error messages, and identifying whether problems are merchant-related or system bugs.

  • Escalate complex issues to the appropriate engineer with full context, order IDs, error logs, and assessment of urgency.

  • Create and maintain comprehensive technical documentation for common issues and resolutions.

  • Maintain training materials for our AI-powered chatbot.

  • Build internal Zendesk guides enabling agent self-service before escalation.

  • Develop escalation playbooks covering standard troubleshooting approaches.

  • Run training sessions when new features launch or common issues emerge.

  • Improve onboarding materials and processes in collaboration with Head of Customer Services.

  • Support agents working across Prodigi and our associated brands.

Required experience and skills

  • 3+ years of experience in customer support, ideally in a technical, print-on-demand, or e-commerce environment.

  • Tech-savvy with ability and willingness to learn new systems quickly (you don't need to be a developer).

  • Experience working with AI-powered software tools.

  • Comfortable navigating multiple dashboards and admin interfaces.

  • Can read error messages and logs to understand what's going wrong.

  • Collaborative approach, able to bridge CS agents and engineers effectively.

  • Self-motivated with ownership mentality - see problems and want to fix them permanently.

  • Excellent written communication skills with ability to break down complex concepts to help others understand.

  • Documentation enthusiast who enjoys writing things down and organising information.

Desirable

  • Experience working with geographically distributed teams.

  • Experience with Shopify, Etsy, WooCommerce, or similar e-commerce platforms.

  • Basic understanding of APIs, JSON structure, and why integrations fail.

  • Zendesk or similar ticketing systems experience.

  • Experience with print file requirements (resolution, bleed, file formats).

  • Previous team lead or senior specialist experience.

  • Experience training or mentoring others.

What we offer

  • Competitive salary (dependent on experience).

  • 25 days holiday per year, plus one additional day off for your birthday.

  • Company pension scheme (4% employer contribution, 5% employee contribution).

  • Healthcare cash plan.

  • A charity day per year to volunteer at a recognised charity.

  • The opportunity to work in a dynamic and fast-growing business at the forefront of the print-on-demand industry.

Location

This role is fully remote. There will be regular office visits for collaboration and training at our office in Cardiff, therefore Cardiff and surrounding areas would be preferred.

Apply with a CV and cover letter above. Your cover letter should address:

  1. How you'd approach triaging a complex technical issue where a merchant says "it's not working"

  2. An example where you resolved a tricky technical customer issue

  3. Your approach to writing documentation that people will actually use

  4. Why you want to work with a print-on-demand platform

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