At Bookshop.org, we believe in the power of books to transform lives and communities. That’s why our mission is to support independent bookshops and create a more ethical, community-focused alternative to online book-buying. Every order placed through our site financially supports local bookshops across the UK.

Since launching in 2020, we’ve redirected millions of pounds to indie bookshops and earned recognition along the way — including being named Book Retailer of the Year at the British Book Awards in 2022, and being included in B Corp’s “Best for the World” list that same year.

We are seeking a dedicatedCustomer Experience Specialist to join our UK team. In this role, you'll help us deliver genuinely meaningful support — not just to customers, but also to the bookshops and partners we work with. It’s a role where empathy, clarity, and care make a real difference.

We use the term “specialist” because we believe in going the extra mile. Our5-star Trustpilot rating reflects the quality of care we aim to deliver in every interaction.

We’re building a team made up of people with different perspectives, identities, and experiences — and we’d love you to be a part of it. Your work will help drive the growth of our mission and strengthen the connection between readers and local bookshops.

Role Overview

Location:Remote within the UK
Hours: Full-time, 40 hours/week, Monday to Friday
Reportingto: Ollie, Customer Strategy & Experience Manager
Travel Expectations:

Quarterly team meetups in London (occasionally more frequent)
Occasional in-person activities such as bookshop visits and annual UK industry events
Note: you'll always be given advance notice of travel requirements. While we're flexible when unexpected circumstances arise, we do expect team members to attend the majority of our in-person gatherings. As a general guide, attending 80% or more is our benchmark. If regular attendance isn't feasible for you, this role may not be the right fit. Bookshop.org covers all travel, accommodation and meal costs for work-related events.

Responsibilities

Serve as a passionate advocate for Bookshop.org and the independent bookshops we support
Engage with customers primarily via email and social media
Resolve customer queries and complaints with empathy and efficiency
Provide proactive updates about order statuses, delays, and stock issues
Work with partners — including bookshops and our distribution centre — to resolve problems and improve processes
Spot and address recurring issues in customer feedback
Contribute to cross-functional projects — such as email newsletters, refining support materials, working with bookshops to enhance their performance, or operational updates
Adapt to changes — we’re a growing company, and responsibilities may evolve. If you're wondering “is this part of my job?” the answer is often “let’s figure it out together”

What You’ll Need (or Be Willing to Learn):

1–2 years of customer service or support experience (e-commerce or book industry experience is a plus)
Exceptional written communication skills — clear, friendly, empathetic, confident
Strong initiative and comfort working independently in a remote team
Calm and organised under pressure, especially during busy periods
Proactive mindset with problem-solving skills
Tech-savvy — confident using digital tools and learning new systems
Comfortable supporting customers via email now, with openness to future channels like chat, phone, or video
Enthusiasm for Bookshop.org’s mission and values

Bonus Skills (Nice to Have):

Familiarity with G-Suite (Google Docs, Sheets, etc.)
Experience using Freshdesk or a similar support platform

Salary: £26,200 (or £28,800 if you live and work from home within Greater London). We followReal Living Wage benchmarks to ensure fair compensation (though we’re not formally accredited).
25 days of holiday (plus UK bank holidays)
Quarterly in-person meetups in London (occasionally more frequent)
Remote-first working: work from anywhere in the UK
Flexible daily schedule: must be available to start by 9:30am
Book budget to support your reading and learning
Pension scheme
Company MacBook provided
Bike2Work Scheme: save up to 43.25% on the cost of bikes and cycling equipment
Be part of a B-Corp: join a certified ethical business supporting local bookshops and community-driven retail

Our Hiring Process

Submit your application
Complete a one-way video interview
Complete a short assessment on communication and problem-solving
45-minute video interview with Ollie
30-minute video call with the Head of Operations or Managing Director
Receive your offer

Inclusion at Bookshop.org

We believe that books are for everyone — and we want our team to reflect that.

We actively welcome applications from people of all backgrounds and identities. This includes, but isn’t limited to: people from racially or ethnically diverse backgrounds, people from the LGBTQIA+ community, people with disabilities or long-term health conditions, caregivers, neurodivergent individuals, people from different socioeconomic backgrounds, and those with non-traditional career paths.

If you're excited about this role but don’t meet every single requirement, please apply anyway. We value potential, values alignment, and transferable skills just as much as ticking boxes.

Bookshop.org remote jobs

Customer Experience Specialist