My Role at Secret Sales

I help keep the wheels turning in a fast-moving customer service team. Whether it’s answering agent queries in Slack, jumping on customer escalations, or making sure chat is covered and breaks are taken on time, I’m usually juggling a bit of everything. I also support our Team Leader and wider CS leadership with day-to-day operations, training, admin, and whatever else needs doing.

There’s a good chunk of detective work too – resolving ghost orders, digging through returns data, and identifying patterns that help prevent problems before they spiral. I also help review disputed payments and refunds, and work closely with sellers to get tricky cases sorted.

One of my proudest ongoing contributions is maintaining and improving our internal documentation on Notion – from full SOPs to video tutorials, flowcharts, FAQs, and even the occasional birthday shout-out. I push updates proactively and encourage agents to help themselves (and each other).

Key things I get stuck into:

• Handling customer escalations via chat, email, and Slack – especially the spicier ones
• Monitoring Slack Help and Escalations channels, answering queries and ensuring quick turnaround (5 min SLA)
• Managing agent scheduling in real time – chat coverage, lunch breaks, and general adherence
• Investigating ghost orders, lost returns, and refund discrepancies
• Reviewing payments and disputes via Stripe and PayPal
• Creating and maintaining Notion documentation (SOPs, training materials, help articles, canned responses, etc.)
• Liaising with sellers and the CS Supervisor inbox on complex queries
• Supporting QA, training, rota planning, and performance tracking

Highlights:

• Escalated (loudly and often) the issue of ghost orders, helping the business recover over £200k by October 2025 that would otherwise have been lost
• Spotted patterns across international returns and seller behaviour, improving resolution times and refund accuracy
• Tested and fed back on our new OMS system, squashing bugs and improving processes along the way
• Levelled up team self-sufficiency by maintaining a detailed, accessible Notion knowledge base