Customer Support Associate

At Thread, we’re helping people to feel happier and more self-confident by making it easy to dress well. We do this using a combination of human stylists and powerful machine learning algorithms to recommend each guy the perfect things just for them—in their size, budget, and style—which they can then buy in one place.

We’re looking for a highly organised Customer Support Associate to join our team and help provide an incredible post-order experience for our users. The role is engaging with our customers, and shifts will range from 7am to 11pm across weekdays and weekends.

This is a permanent position at 25 hours per week and pays £10.85 per hour

Operations at Thread

Making it easy to dress well - and building a business around it - requires operational excellence. Our goal is to create a seamless end-to-end experience, from discovering the perfect item to having it delivered quickly and easily to a place of your choice. 

We’re looking for an outstanding Customer Support Associate with strong customer-facing skills to help us continue to improve. You will be an important part of this small, dynamic and friendly team. Your role will be fast paced and varied but you’ll execute tasks in a way that makes things seem effortless for our users. If you are highly organised, fast paced, reliable, resilient and keen, this role could be for you.  

The role

Your role will mainly be customer-facing, requiring strong communication and problem-solving skills. 

As the first point of contact for our customers, you’ll demonstrate a strong sense of empathy and a drive to make sure every customer has an interaction with Thread which leaves them delighted. You’ll need to be able to empathise with a customer’s needs, break down a problem, and then find the best way to resolve it. 

You’ll also be responsible for triaging our queries to ensure that the right queries are escalated to senior associates for investigation. You’ll work closely with senior associates to understand the best ways of handling customer queries and improve the Thread experience. 

Training will be provided remotely to ensure you can hit the ground running! You’ll then be able to work remotely most of the time. When office working resumes, you’ll be welcome to come into the office to meet the team, come to socials etc., but fully remote roles are also possible. 

The role guarantees a minimum of 25 hours per week (spread across morning, day and evening shifts on weekdays and weekends), with frequent opportunities to pick up more hours on top of that. There’s room to negotiate the hours and shift times if you have certain requirements. 

Your core responsibilities will include:

  • First point of contact for our users - field all queries coming through to our support ticketing and live chat system and decide on the best pathway for each.
  • Resolve queries and issues efficiently and to a high standard, using your knowledge of our order processing system. 
  • Contribute towards hitting our support response time and customer satisfaction targets.
  • Advocate for users internally by passing on their feedback and pain-points to the wider team. 
  • Be part of improving a range of areas in the business!

Are you the one? You are, if you:

  • Possess a collaborative “whatever it takes” attitude; someone who won’t give up until a problem is fixed and who’s not afraid to push and lead others to a resolution.
  • Have great attention to detail.
  • Constantly think about how we can improve our processes; never be satisfied with a process that isn’t perfect.
  • Have excellent organisational skills. You make great notes and leave a clear path for others to follow.
  • Possess exceptional communication skills, being both professional and effective over email and live chat.
  • Are comfortable working across different platforms. You don’t have to be a computer pro,but you’re confident jumping from tab to tab.
  • Prior experience working in customer success is a plus.


  • This is a flexible role in which you’re welcome to work remotely for most of your hours (this is true both now and when office working resumes).
  • You’ll be working closely with the core ops team and will be involved in the smooth running of our support shifts.
  • You’ll get first-hand experience of the day to day workings of the operations team in a tech start-up.
  • Competitive compensation: £10.85/hour
  • Benefits platform where you can choose your own perks
The role is engaging with our customers, and shifts will range from 7am to 11pm across weekdays and weekends.

This is a permanent position at 25 hours per week and pays £10.85 per hour. We are looking for people who can start on October 11th 2021


If this role sounds exciting to you, please apply below. If you’re unsure, please still get in touch—we welcome applicants from different backgrounds and would love to hear from you.