Customer & Technical Support Coordinator
Reporting to: Head of Sales
Department: Sales
Location: King’s Cross Office
We are looking for a highly organised, customer-focused Customer & Technical Support Coordinator to join our Sales team. This role acts as the first point of contact for wholesale and e‑commerce customers, providing operational support across ordering, subscriptions, customer service, and technical troubleshooting. The successful candidate will play a critical role in delivering an excellent customer experience while ensuring the smooth day‑to‑day running of our wholesale and direct‑to‑consumer channels.
The role is designed to improve customer response times, increase operational efficiency, and free up Account Managers to focus on sales growth and relationship management. This is a fast‑paced, cross‑functional role requiring exceptional attention to detail, strong communication skills, and a passion for delivering outstanding customer support.
Key Responsibilities
Wholesale Operations Support
- Manage day‑to‑day administration of our B2B ordering software
- Release and edit wholesale orders
- Process wholesale purchase orders accurately and efficiently
- Manage standing orders and customer order amendments
- Coordinate invoicing and fulfilment communication
- Monitor order deadlines and communicate operational updates to customers
- Ensure customer account information remains accurate and up to date
Ecommerce & Subscription Support
- Manage Shopify e‑commerce administration
- Manage customer subscriptions, including edits, pauses, and troubleshooting
- Respond to e‑commerce customer enquiries
- Resolve issues relating to orders, subscriptions, shipping, and fulfilment
Customer Service & Inbox Management
- Act as the first point of contact for wholesale and e‑commerce enquiries
- Respond promptly and professionally via phone and email
- Resolve operational and customer issues independently wherever possible
- Escalate commercial or relationship‑sensitive matters to Account Managers where appropriate
- Coordinate internally with Roastery and Sales teams
Technical & After‑Sales Support
- Provide first‑line remote troubleshooting for coffee quality and equipment issues
- Support customers with espresso dial‑ins, grinder settings, brewing, and extraction queries
- Identify when engineering or Account Manager support is required
- Coordinate equipment service callouts where necessary
- Maintain accurate service and callout logs
- Coordinate new coffee release sendouts to historic guest accounts
Skills & Experience
Essential
- Excellent organisational and administrative skills
- Strong written and verbal communication
- Exceptional attention to detail
- Ability to manage multiple priorities in a fast‑paced environment
- A customer‑first mindset with strong problem‑solving skills
- Confidence handling customer enquiries independently
- Experience using e‑commerce or order management systems
- Strong technical understanding of coffee preparation and extraction fundamentals
Desirable
- Experience using Shopify
- Experience within specialty coffee wholesale
- Barista experience or coffee technical training
- Experience in customer operations, customer support, or sales support roles
Personal Attributes
- Calm and composed under pressure
- Highly organised and process‑driven
- Proactive and solutions‑focused
- Commercially aware
- Collaborative and team‑oriented
- Comfortable communicating with customers over phone and email
- Confident troubleshooting and resolving issues remotely
Success in This Role Looks Like
- Fast and accurate customer support
- High order accuracy and efficient processing
- Strong customer satisfaction and retention
- Effective coordination between customers and internal teams
- Reduced reactive workload for Account Managers
- Consistently high service standards across wholesale and e‑commerce channels
Terms and Benefits
- Salary: £32k
- 28 days annual leave (including bank holidays), with 1 additional day per year for each year of service, up to 5 years.
- Unlimited free hot drinks in Redemption Roasters coffee shops, with discounts on food.
- Discounts at Coal Drops Yard
- Annual summer and Christmas parties
- 3 paid professional development days per year
- Laptop and phone
- Supportive and values‑driven workplace
- Employee Assistance Programme
- Cycle to Work Scheme
- High street discounts via BHN Extras
- Up to £400 referral bonus
Equality and Diversity Statement
Redemption Roasters is an international and multicultural business with customers, suppliers, and employees from across the globe. Fostering diversity in the workplace is both right and good for business. Gender, belief, ethnicity, origins, disability, sexual orientation, marital status, age or history of incarceration doesn’t matter. If you perform, you’ll fit in, whoever you are. We welcome applications from people with backgrounds traditionally underrepresented in the specialty coffee industry.
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