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Please note that this role will be titled ‘Retail Support Advisor’ internally. About Us Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41bn in the UK. We work with independent retailers and major convenience store partners, helping local businesses serve customers online so communities thrive and revenue stays local. Retailers on our platform typically see significant uplift in monthly revenue, making our service mission critical to local high streets. Our location We are a UK company with colleagues across the country and offices in Dundee and Edinburgh. The Customer Support Advisor position is based in our Dundee HQ (City Quay) and will include shift patterns that cover evenings and weekends on a rota. You will be expected to work on-site as required by the rota and to collaborate closely with colleagues across teams. About the team You will join the Customer Support team, working alongside Technical Support, Retail Operations and Marketing. The team is collaborative and fast-moving; everyone contributes ideas and supports one another to provide excellent service to both retailer partners and shoppers. This role provides exposure to multiple parts of the business and is a great opportunity to develop operational and technical knowledge. About the role The Customer Support Advisor will be the first point of contact for retailers and shoppers, helping resolve queries across phone, email, WhatsApp and social channels . The role involves troubleshooting our internal platforms, supporting simple marketing activity and managing payment or order issues. Full training will be provided and there are clear escalation routes to specialist teams. Your day-to-day will include: Handling enquiries from retailers and customers across phone, email, WhatsApp and social media Troubleshooting technical issues, including updating retailer settings, amending menus and using internal admin tools Supporting basic marketing activities and campaign tasks (training provided) Managing payment, order and account issues and liaising with finance or operations where necessary Recording interactions accurately in CRM and ensuring timely follow-up Spotting trends in queries and contributing to process improvements to reduce repeat issues This is a varied, hands-on role for someone who is curious, organised and enjoys getting stuck into detail. You will work with colleagues across the business and have the chance to make a visible impact during the contract period. To be successful in this role, you’ll be/have: Experience working in a customer-facing role, ideally in a fast-paced environment. Strong written and verbal communication skills, with the confidence to speak with customers, retailers and colleagues throughout the day. Comfortable learning and using technology, with experience administering, troubleshooting or navigating multiple systems. Strong attention to detail and the ability to follow processes accurately while balancing multiple priorities. Organised and able to manage workflows, deadlines and competing demands effectively. A calm, solution-focused approach when dealing with customers, partners and unexpected challenges. Adaptable and comfortable working in a fast-moving environment where priorities can change and no two days are exactly the same. Someone who enjoys variety, problem-solving and working collaboratively with others to find solutions. As a growing technology business, we're continuously improving our platform and processes, so flexibility, curiosity and a willingness to learn are important. Desirable: Experience using CRM systems, helpdesk tools or messaging platforms. Retail-facing experience. Familiarity with Canva. Exposure to payments, order management or e-commerce systems. Who you are Community: You collaborate and share success with colleagues and partners.