Customer Service Representative

About us

Lumi Therapy is a UK wellness brand and one of the pioneers of portable cold water therapy. We design and sell premium ice baths, chillers, infrared saunas, and recovery gear that help people recover faster, sleep better, and build resilience - products trusted by hundreds of thousands of customers and even elite sports.

We’re growing and investing in our team, and we’re looking for a friendly, organised person to help our customers have a brilliant experience from first click to long after delivery. It’s a great opportunity to make the role your own, with real ownership, a supportive team around you, and the chance to grow with the company as it expands.

The role

You’ll be the friendly voice of the company - the person who helps customers with their questions, keeps their orders on track, and makes sure they feel looked after from start to finish. You’ll work closely with a small, hands-on team and have the freedom to suggest improvements and shape how we do things.

What you’ll do

• Respond to customer enquiries by email (and phone/chat as needed) - answering questions about orders, deliveries, products, and anything else customers need.
• Help customers with any issues calmly and with care, making sure they come away happy.
• Keep response times quick and our service friendly and consistent.
• Manage returns and coordinate repairs from start to finish - liaising with the warehouse / 3PL and our repair partner, and keeping customers updated along the way.
• Keep an eye on orders and head off any delivery hiccups before they become a problem.
• Create handy email templates and a simple FAQ / help-centre so common questions are quick and easy to answer.
• Share what you’re hearing from customers with the team, so we keep getting better.
• Help us earn and maintain great reviews on Trustpilot, Google, and marketplaces.

What we’re looking for

Essential

• Available to start immediately.
• Some customer-service experience, ideally in ecommerce, retail, or a product business.
• Excellent written English and a warm, friendly, professional manner.
• A natural problem-solver who stays positive and genuinely enjoys helping people.
• Well-organised and happy managing a busy, varied inbox.
• Comfortable working in a small team and using your initiative.
• UK-based with the right to work in the UK.

Nice to have

• Experience with Shopify and/or a helpdesk tool ( Freshdesk, Gorgias, Zendesk, or similar).
• Experience with returns, repairs, or delivery logistics for physical products.
• A track record of keeping response times quick or review scores high.

What we offer

• Full-time, 37.5 hours per week.
• £27,000 per year
• A performance bonus of up to £3,240 per year, linked to response-time and customer-satisfaction targets.
• Fully remote within the UK.
• Real ownership and the chance to shape the role rather than inherit a rigid one.
• A small, supportive team and direct access to decision-makers.
• The opportunity to grow with the company as it scales, including into Europe.

How to apply

Send your CV and a short note about why this role appeals to you to [email protected]

We’re reviewing applications as they come in and would love to hear from you.