Customer Happiness & Moderation Admin Assistant

Join the rebellion against bland.

We’re on a mission to rid the world of generic sentiment.

To make it more thortful. One brilliantly specific card at a time.

Rulebook? Shmulebook.

We’re not looking for followers.

We’re looking for smart, opinionated, high-performing humans who challenge the status quo. Kindly.

People who:

• Back themselves.
• Push ideas further.
• Take smart risks (not reckless ones).
• Have strong opinions, lightly held.
• And are, crucially, good to work with. (No brilliant jerks. Life’s too short.)

We’re transforming a category. That takes ambition, focus and character.

If you want to hide in the middle, we’re not your people.

If you want to help shape what comes next, pull up a chair.

Who we are

We’re thortful, an online greetings card marketplace powered by 6,000+ independent creators.

With 85,000+ brilliantly original cards (and some properly good gifts), we help people find that “so us” connection, from milestone birthdays to “congrats on the boob job” moments.

We’re not just another disruptor (ugh).

We actually mean it.

• We back real humans – Every sale puts real money into the pockets of independent creators.
• Born in Sheffield – Our print-on-demand model means no warehouses full of waste. Every card, like Sean Bean, is born in Sheffield.
• Recyclable as standard – 100% recyclable. Even though they’re good enough to frame.
• Vegan inks – Because David Attenborough raised us better than that.
• Carbon-conscious – Through our sustainability partner Ecologi, we’ve funded 4,450 trees and avoided 630.04 tonnes of CO₂e. We also use lower-carbon delivery partners, including DPD and Royal Mail.

We care about people.

We care about purpose.

We care about proper lovely bits of folded paper.

Who we’re looking for

The challengers.

The smart risk‑takers.

The go‑getters who know progress beats perfection.

The ones who’d rather ask “why not?” than “are we allowed?”

Who speak up with honesty, clarity and kindness.

Who do what they say they’re going to do.

Brave and thoughtful.

Ambitious but decent.

Fearlessly original. Endlessly curious.

Collaborative. Low ego. High standards.

If you’re tired of being a cog in a faceless machine and want to actually make a dent, we should talk.

Let’s make the world more thortful.

The role

Customer Happiness - 3 days/week

• Keeping our customers happy across all our channels (email, phone, chat, WhatsApp, and social media) with warmth, speed, and real problem-solving flair.
• Working collaboratively with your Customer Happiness teammates to troubleshoot trickier queries and share support.
• Liaising directly with our Sheffield print partners and suppliers to manage orders and fix any supply chain hiccups.
• Partnering with our tech team to report system bugs and suggest slick product improvements.
• Speaking up and sharing your ideas to help us continuously improve how we serve our customers.
• Learning, growing, and building a deep understanding of what makes our customer community tick.

Moderation Admin - 1 day/week

• Keeping our catalogue accurate and up to date, supporting the moderation team with the day-to-day admin that keeps things running smoothly.
• Reviewing titles, descriptions, and tags on products, with a sharp eye for detail to make sure everything's correctly merchandised.

Who you are

• A challenger. A smart risk‑taker. Someone who’d rather ask “why not?” than “am I allowed?”
• You bring a positive, solution-oriented mindset and thrive in a fast-paced environment.
• You are an empathetic communicator who genuinely cares about stepping into the customer’s shoes.
• You have fantastic attention to detail and can think on your feet when handling unpredictable issues.
• You’re organised, proactive, and happy working both independently and as part of a close-knit team.
• You hold yourself to high standards, maintain a healthy sense of humor, and bring low ego to your work.
• You care deeply about our mission to rid the world of generic, Hallmark-style sentiment.

The logistical bits

• Hours: 30 hours per week across 4 days (Monday–Thursday including bank holidays); 7.5-hour shift rota with variable start times between 8:30 and 9:30. Paid overtime is required during our major occasion peaks.
• Location: Hybrid working model with options for flexi-time; Wednesday and Thursday in person.

Some of the thortful perks

• Hybrid working model
• Flexi time
• One work from anywhere week per quarter
• 25 days annual leave plus bank holidays (increasing with length of service)
• Private health insurance with Vitality
• Life Assurance
• Sanctus coaching for personal and professional development
• thortful credits worth £300 per year
• A minimum of 4 learning and development days per year
• Departmental learning and development budget
• Cycle to work scheme and interest free travel loan
• Salary Exchange Pension
• Staff discounts and employee referral scheme
• Regular team socials
• Enhanced parental leave (subject to length of service)
• Birthday wheel of thortune

Excited about this role but worried that you don’t meet all the criteria?

As with our creative marketplace, we’re after voices from all different walks of life who are united by a truly thortful outlook on life.

So if your past experience doesn't perfectly align to the job description, apply anyway! Even if we haven’t considered it, your work history could still be ideal for this role, or maybe suit another elsewhere in our team.

If you might need some adjustments, feel free to reach out to us so we can help you get the most out of your application.