About Us:

R.A.D® is a performance footwear company using innovation and creativity to unlock the euphoria of sport. Inspired by skateboarding and surfing, we blend cutting-edge performance with a distinctive aesthetic rooted in lifestyle subcultures. As an underdog in a field dominated by giants, we focus on authentic, credible brand-building that challenges the status quo—step by step crafting a legacy. Tuned For The Future.

As we continue to expand our reach and product offerings, we are seeking a hungry, driven, exceptional communicator to help grow our Customer Experience team and assist our wider Ops team . This is the perfect opportunity for someone early in their career who wants to have huge impact on a growing brand.

Role overview:

R.A.D®s customer is at the heart of everything we do. We have a hugely loyal customer base who keep coming back because our products are exceptional, but so too is the customer experience. We are seeking a Customer Service Specialist (Ops Support) who wants to deliver exceptional experiences to our customers, while staying true to our brand values, voice and business needs.

Key Customer Experience Responsibilities:

• Engaging directly with customers, responding to their questions in a way that feels authentically R.A.D®.

• Ensuring every customer feels like R.A.D®s #1 priority and receives a high-quality experience, no matter the ask.

• Answering queries and managing the customer inbounds on pre and post sales, and everything in between.

• Providing specialist answers to questions about products and the brand, taking pride in being a subject matter expert.

• Managing customer returns efficiently so that customers feel supported throughout the process.

• Assisting in the creation of customer orders, seeding orders and any other internal or external order assistance, as required.

• Recommending improvements to company processes for efficiency; always looking for automations while still managing the day-to-day tasks.

• Calmly managing a varied workload, understanding that the inbox may be busier at launches and other moments.

• Working with the Customer Service Manager, the Director of Operations, the Supply Chain Manager and any other team as required to ensure Customer Service is the best internal resource it can be.

Additional Operational Responsibilities:

• Supporting supply chain operations with data entry and order/inventory admin tasks.

• Working with the Supply Chain Manager to flag discrepancies, or issues that affect fulfilments.

• Helping maintain accurate records across systems as products move through the supply chain.

• Supporting with additional operational tasks and business priorities when needed, including events assistance, office management and other ad hoc responsibilities.