Customer Service Specialist

Full-time, Permanent 



We’re Stitch & Story, and we’re all about reimagining craft kits for the next generation. Started out as a series of knitting classes, we have repackaged the workshop experience into beautiful all-in-one-kit supported by online video content that has globally inspired many to get hooked. Our mission is to make crafting simple through our online store, content and social media - the creative seed starts with us. We’re loved by over 50+ thousand people across social media and the curiosity continues to grow. 


So far, we’ve raised over £2million in venture capital funds and we’re on track to go for our Series A next year, to become the world’s most loved crafts kit brand. We’re in the process of setting up new global territories and collaborating with exciting global brands including Pusheen and Hello Kitty.  You will be working closely with our Warehouse Manager, CEO and COO to ensure we provide top-class customer service solutions for our customers by providing front line support across various channels in line with Stitch & Story values. 


You will contribute to the successful growth of Stitch & Story by engendering strong, lasting relationships with our customer base. You’ll be providing solutions to resolve queries and complaints by acting as a champion for our brand, providing a fantastic customer experience at the first point of contact with any inbound communications.



  • Lead our customer service strategy, collaborating with our CEO and other teams to make improvements and help create the Stitch & Story best practice playbook 
  • Full ownership of our omnichannel customer communications including our hello@ inbox, social media inboxes and product review platform
  • Collate and provide feedback on common/recurring issues or poor user experience to the relevant team in order to facilitate constant improvement
  • Help to centralise customer service operations should we move to a helpdesk ‘ticketing’ model 




  • 3+ years of experience in a similar role
  • E-commerce experience, ideally from within the crafting or gifting industry or similar
  • Varied experience having gained an understanding of how to deal with different situations and issues 
  • Ability to keep business goals in mind when handling queries/complaints
  • Ability to understand TOV and tailor communications accordingly
  • Demonstrable experience of conflict resolution and de-escalation
  • Initiative and desire for career progression evidenced by previous experience
  • Experience handling high volume queries and complaints
  • Organised and capable of managing priorities and your own workload
  • Not afraid to ask for help/support from colleagues if needed
  • Strong grasp of written English



We offer a competitive salary, pension scheme membership and generous staff discount.  You’ll get to work in an exciting, high growth start-up and we will support you in your career path with a personal development map outlining skills and responsibility milestones as well as future progression and salary reviews.


To apply, please send your CV, cover letter outlining why you’d be perfect for the job and salary expectations


We’re excited to hear from you! 


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