About the role
About BSI
BSI Merch & Artist Services runs design, supply, fulfilment and e-commerce for artists and their labels and management. We build and run official artist web stores on Shopify for the UK and EU, ship from our warehouses in Leamington Spa and Berlin, and support album campaigns from pre-order through to release week, for artists including Franz Ferdinand, Kneecap, Frank Turner and We Are Palace.
Every order through those stores is a fan buying something from an artist they care about. Customer Services is where that relationship is won or lost.
The Role
You'll answer customers across our artist stores, resolve order, delivery and returns issues end to end, and feed what you learn back to the wider e-commerce team so problems get fixed at the source.
What we are looking for
You bring professional experience in customer service, clear communication skills, and a practical approach to resolving support requests in a fast-paced environment.
Key Responsibilities
Customer support
Respond to customer tickets by email and chat through Gorgias, across multiple artist stores and in each store's tone.
Handle order queries end to end: tracking, delivery delays, address changes, missing items, pre-order dates and cancellations.
Manage returns, exchanges, refunds and reships, including damaged and faulty items, collecting photo evidence and processing returns through Loop Returns.
Resolve complaints fairly and within our service standards (acknowledgement within 2 working days, resolution within 14 calendar days), escalating to the CS Lead where needed.
Apply UK and EU consumer rights correctly, including the 14-day cancellation period and its exceptions.
Working with the wider team
Chase stock and fulfilment issues with the warehouse and Product team, and flag anything that needs a reship or a hold on stock.
Raise patterns early to the Head of Customer Service and/or relevant department
Housekeeping and reporting
Keep the queue clean: tag tickets accurately, close spam and auto-replies, and keep macros and Help Centre articles up to date where required.
Log refunds, reships, common issues and recurring problems so they feed into the monthly CS report for each client.
Help maintain and improve the AI Agent's guidance and the CS Help Centre for new stores.
Launches and release weeks
Our workload follows the music. A store launch, a pre-sale or an album release can bring hundreds of tickets in a few days, and the questions shift with each stage of the campaign.
Pre-order and pre-access: questions about access codes, dispatch dates and what's included in bundles.
Release week: high volume around delivery timing, signed items and chart-eligible bundles, where getting media to customers on time matters.
After release: returns, damaged items, missing parcels and reship requests.
You'll need to stay calm and accurate under pressure, prioritise the tickets that matter most, and occasionally flex your hours around a launch.
Skills and experience
Essential
At least 1 year in customer service, ideally for an e-commerce or retail brand.
Clear, warm written English and German, with the judgement to adjust tone for different artists and fanbases.
Comfortable working a busy ticket queue and hitting response times.
Organised and detail-focused: order numbers, SKUs, addresses and refunds need to be right first time.
Confident using helpdesk software and picking up new systems quickly.
Knows when to resolve and when to escalate.
Desirable
Experience with Gorgias, Shopify or Loop Returns.
Knowledge of UK and EU consumer rights for online purchases.
Experience in music, merchandise or entertainment retail.
An interest in music and the artists we work with.
What we offer
Work with a wide range of artists, from emerging acts to established names
A great, fast-growing team
A modern office in Kreuzberg
Discounts on a monthly BVG ticket and Urban Sports Club membership
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