ABOUT HICCUP

HiCCUP is a global fashion brand headquartered in London and Istanbul, focused on making stylish fashion more accessible without compromising on quality, experience, or values.

We are building a fast-moving, international business and are looking for people who are comfortable taking ownership, solving problems, and working in an evolving startup environment.

HiCCUP exists to make fashion better. We are pioneering Fashion Without Compromise.

ABOUT THE JOB

We are looking for a Customer Success Specialist to join our team in a fully remote position.

This role combines customer communication with day-to-day operational follow-up. You will support customers across multiple channels and marketplaces, investigate recurring issues, coordinate with relevant internal and external teams, and contribute to improving the overall customer experience.

This is a long-term freelance position, and the collaboration will be on a contractual basis.

Our Customer Success team operates across a 12-hour service window. This does not mean a 12-hour individual working day. Working hours are distributed across the team through an agreed shift schedule to ensure sufficient coverage throughout the day.

Saturday work is part of the regular weekly schedule. Individual shifts and days off are planned within the team accordingly.

RESPONSIBILITIES

Managing and resolving customer requests via email, chat, and marketplace platforms
Handling customer issues across multiple sales channels and following cases through to resolution
Coordinating with warehouses, logistics partners, marketplace teams, and other relevant stakeholders when required
Monitoring recurring complaints and operational issues and identifying patterns that require action
Following delayed orders, returns, refunds, cancellations, and other customer-related operational cases
Tracking relevant Customer Success metrics and using them to identify opportunities for improvement
Supporting outsourced or external support teams with operational questions and escalations
Maintaining accurate follow-up across multiple systems and platforms
Prioritising urgent cases and managing multiple tasks simultaneously
Contributing to improvements in Customer Success processes, workflows, and the overall customer journey

WHAT YOU WILL BRING TO HICCUP

0–2 years of experience in Customer Success, Customer Support, Operations, E-commerce, or a similar customer-facing role
Strong written and verbal communication skills in both English and Turkish
Ability to communicate clearly and professionally with customers and internal teams
Strong problem-solving and troubleshooting skills
Excellent organisation and follow-up skills
Ability to manage multiple cases and priorities without losing attention to detail
A proactive and self-starting approach to work
Ability to work independently with limited supervision
Comfort working in a fast-moving and frequently changing environment
Ability to identify recurring problems rather than only resolving individual cases
Strong time-management and prioritisation skills
A collaborative mindset and willingness to support the wider team
Availability to work within a team-based shift schedule, including Saturdays

NICE TO HAVE

Experience using customer support, CRM, or project management tools such as Intercom and Jira
Confidence in using AI tools to improve productivity, research, communication, and day-to-day workflows
Proficiency in Microsoft Office tools, particularly Excel, Word, and PowerPoint
Previous experience with e-commerce platforms, marketplaces, or customer support systems

WHAT WE OFFER

A fully remote working environment
Long-term freelance collaboration
Competitive compensation
Experience working within an international e-commerce and fashion business
Exposure to multiple marketplaces, operational processes, and customer experience systems
The opportunity to take ownership and contribute directly to improving Customer Success operations
A fast-moving environment where ideas and process improvements can be implemented quickly

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