Customer Experience Manager (E-commerce) - Goldtop Motorcycle Outfitters - Much Hadham

Customer Experience Manager (E-commerce)
Location: Bishop’s Stortford (on-site)
Salary: £25,000 – £28,000 (depending on experience)
Hours: Full-time, 35 hours per week, 5 days a week (flexible hours considered, including part-time over five days)
Start: Immediate

About Goldtop

Goldtop Motorcycle Outfitters is an independent British motorcycle apparel brand, designing and supplying premium leather jackets, gloves, luggage and riding apparel to customers around the world.

We're passionate about quality, craftsmanship and customer service, and we believe every interaction with our customers should reflect the same care and attention that goes into our products.

We're looking for a friendly, knowledgeable and organised Customer Experience Manager to become the voice of Goldtop. You'll be the first point of contact for our customers, helping riders choose the right products, resolving issues with empathy and professionalism, and ensuring every customer receives the exceptional service our brand is known for.
Working closely with the Managing Director and the wider team, you'll take ownership of our customer support function while helping shape an outstanding customer experience as the business continues to grow.

The Role

This is a varied and rewarding position where no two days are quite the same.

You'll manage customer enquiries from first contact through to resolution, supporting riders before they purchase and looking after them long after their order has arrived.

Whether you're helping someone choose the correct jacket size, arranging an exchange, processing a warranty claim or resolving a delivery query, you'll take pride in finding the right solution while maintaining the friendly, knowledgeable and personal approach that defines Goldtop.

As a small, growing business, we're looking for someone who enjoys taking ownership, thrives in a hands-on environment and is happy to support other areas of the business when needed.

Key Responsibilities

Customer Support:

• Act as the primary point of contact for customer enquiries via telephone and email.
• Deliver friendly, knowledgeable and professional support before, during and after purchase.
• Advise customers on sizing, product features and suitability without using high-pressure sales techniques.
• Help customers choose the right products based on their individual needs.
• Resolve customer queries efficiently while maintaining a positive customer experience.
• Manage returns, exchanges, refunds and warranty claims.
• Liaise with couriers regarding delivery issues where required.
• Maintain accurate customer records and correspondence within our support systems.
• Ensure the customer support inbox is managed effectively and kept up to date throughout each day.

Customer Experience:

• Take ownership of the overall customer support experience.
• Identify recurring customer issues and suggest improvements to products, processes or website information.
• Help maintain a consistently high standard of customer satisfaction.
• Support the wider team with customer-related administrative tasks as required.
• Provide occasional assistance in other areas of the business during busy periods.
• Represent Goldtop professionally at occasional motorcycle events and shows if required.

About You

We're looking for someone who genuinely enjoys helping people.
You'll be naturally organised, calm under pressure and able to build trust with customers through honest advice and excellent communication.

You'll ideally have:

• Previous experience in a customer support or customer service role.
• Experience within an ecommerce business, ideally selling premium products.
• Excellent written and verbal communication skills.
• Strong organisational skills with excellent attention to detail.
• A calm, patient and professional approach to problem solving.
• Confidence using computer systems and learning new software.
• A genuine desire to provide exceptional customer service.
• A passion for motorcycles or motorcycling would be a significant advantage.

Experience with Shopify, Gorgias or ShipStation would be beneficial but is not essential.

What Success Looks Like

You'll know you're succeeding when:

• Customer emails and enquiries are responded to promptly and professionally.
• Returns, refunds and warranty claims are processed efficiently.
• Customers receive knowledgeable, honest advice that helps them make the right purchasing decisions.
• Customer feedback remains consistently positive.
• Recurring issues are identified and improvements are suggested proactively.
• Every customer interaction reflects Goldtop's reputation for quality and personal service.

What We Offer

• Monday to Friday working pattern.
• Flexible working hours considered, including part-time over five days.
• 50% staff discount across our product range.
• Flexible holiday arrangements.
• Workplace pension.
• A supportive, friendly and passionate working environment.
• Opportunities to attend motorcycle shows and industry events.
• Direct access to the Managing Director with the opportunity to influence how we look after our customers.
• Genuine opportunities to grow with the business as Goldtop continues to expand.

Why Join Goldtop?

This isn't a call centre role.

You'll be joining an independent British motorcycle brand where customer service is genuinely valued and where you'll have the freedom to take ownership of your work.

You'll become an important part of a small, passionate team that takes pride in doing things properly. Every conversation, every email and every customer interaction is an opportunity to reinforce the trust our customers place in Goldtop.

If you enjoy helping people, solving problems and delivering exceptional service with a personal touch, we'd love to hear from you.