mrt. 31, 2026

Customer Experience Agent

A fantastic opportunity to help rebuild and shape how we serve our customers, with a clear path to leading the Customer Service function.

Location: London, UK (hybrid) with international travel to Manila

Reporting to: Founder Associate

Type: Full-time, permanent

Salary: £35k

Start date: ASAP

The Opportunity

This is a rebuild - and we need someone who finds that exciting rather than daunting.

You’ll start in the tickets, learning the business from the ground up. But the trajectory is clear: agent to team lead to Head of Customer Experience, working alongside our Founder Associate to build a function that drives growth.

Early on, you’ll travel to our team in Manila to train them and raise standards. In time, you may go independently - to train, hire, and lead. This is a role for someone who wants real ownership, not just a job title.

Customer experience is one of the biggest levers we have to grow the business. We want to make it something we’re known for.

What You’ll Do

In the first six months, you’ll be hands-on in the queue:

Handle customer enquiries across email and chat - DTC and B2B
Identify patterns in what customers ask and flag them - every ticket is a signal
Build out our knowledge base and SOPs as you learn
Work directly with our AI tools - testing responses, identifying gaps, and improving outputs
Travel to Manila with our Founder Associate to train the team and raise standards

As you grow, you’ll take on:

Coaching and developing the Manila team - 1:1s, QA reviews, performance tracking
Owning the SOP and knowledge base library
Hiring and onboarding new agents in the UK and Manila
Producing the monthly CX intelligence report for leadership
Working with product, ops, and commercial to fix what CX uncovers upstream
Leading our AI automation roadmap - identifying what to automate next and making it happen

Who You Are

We’re hiring for character and drive, not just a CV. The person we want:

Is curious about how things work and why they break - you find root causes, not workarounds
Writes clearly and naturally - warm, human, and on-brand
Is organised and follows through - you close loops without being chased
Is hungry to grow - you want real ownership, not a title handed to you
Fixes problems - your instinct when something’s wrong is to sort it
Is excited about AI - you want to help build systems that make the team faster and smarter
Is honest and direct - you say what needs to be said

What You’ve Done

We care more about who you are than where you’ve been. Useful backgrounds include:

Customer-facing experience - retail, hospitality, account management, or similar
A track record of taking ownership and seeing things through
Strong written communication - tone and clarity matter
Exposure to AI tools, professionally or out of curiosity
E-commerce, DTC, or B2B experience is a plus, not a requirement