Nero is a premium activewear brand built on a simple conviction: natural fabrics perform. While the rest of the industry defaulted to polyester, we went back to merino wool, organic cotton, fabrics that breathe, regulate, and last.
The Role
This is not a reactive ticket-closing position. You will own the entire customer experience at Nero, from the moment an order is placed to turning a first-time buyer into a long-term advocate.
You’ll manage our support function, work closely with our warehouse, represent the brand across social media, and support the founder with day‑to‑day operations. The common thread across everything you do is simple: make people feel genuinely well looked after.
What You’ll Be Responsible For
- Manage all inbound customer tickets across email and any other channels, resolving issues with speed.
- Proactively reach out to customers when orders are delayed, before they have to chase us.
- Liaise directly with our warehouse to track orders, flag problems, and coordinate resolutions.
- Handle returns and exchanges with care, and more importantly, identify the patterns behind them and work with the team to reduce their frequency through better sizing guidance, product communication, and post‑purchase education.
- Own our Surprise & Delight budget, identifying the right moments and the right customers to go above and beyond for.
Retention & Experience Improvement
- Treat every support interaction as a retention opportunity, a well‑handled problem builds more loyalty than a smooth order.
- Track recurring complaints, return reasons, and friction points, and bring proactive recommendations to improve product descriptions, sizing, packaging, and the overall post‑purchase journey.
- Help develop post‑purchase communication that reduces buyer’s remorse, sets expectations correctly, and keeps customers engaged with the brand.
- Build the kind of reputation where customers come back not just because of the product, but because of how we made them feel.
Social Media
- Monitor and respond to all comments and DMs across Instagram and any other active channels.
- Represent the brand voice accurately — informed, warm, considered, never templated.
- Flag trends, complaints, and content opportunities you spot in the community.
- Handle sensitive comments or PR situations with good judgement and accelerate when needed.
Founder & Operations Support
- Support the founder with day‑to‑day admin, scheduling, correspondence, and ad‑hoc operational tasks.
- Produce a weekly report for the founder covering recurring customer issues, return reasons, social sentiment, and anything that needs attention, before it becomes a problem.
- Maintain clear, consistent communication internally, if something is going wrong with fulfilment, a supplier, or customer sentiment, you surface it early with context and a suggested path forward, not after the fact.
- Act as a trusted, reliable pair of hands across the business as we scale.
Who We’re Looking For
Genuinely customer‑obsessed. You find real satisfaction in resolving something well. You don’t process tickets — you take ownership of how someone feels about their experience.
Proactive by default. You anticipate problems before they escalate. You send the message before anyone has to complain.
An excellent writer. Your responses are clear, warm, and distinctly human. You adapt your tone instinctively and never sound like a script.
Commercially sharp. You understand the lifetime value of a loyal customer. You think about retention, not just resolution.
Analytical and improvement‑minded. You notice patterns. If the same issue comes up three times, you’re already thinking about what needs to change upstream, whether that’s a product page, a size guide, or a packaging insert.
Highly organised. You can hold a full inbox, a social feed, and a founder’s to‑do list in your head simultaneously without dropping anything.
A fit for a premium brand. You understand the expectations that come with a considered, quality product and you hold the experience you deliver to the same standard.
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