About the Role
We are a D2C food brand on a mission to make healthy eating more convenient, more accessible, and genuinely enjoyable — for everyday people who care about what they put in their bodies. As we grow our customer base, we're looking for a Customer Experience Executive to be the frontline of our brand — someone who handles every customer interaction with speed, warmth, and care.
This is a hands-on CX role covering inbound support, order resolution, and customer communication across our digital channels. You'll work closely with our operations and fulfilment teams to resolve issues end-to-end, and you'll help us identify recurring patterns that can improve our product and processes over time.
Work Structure & Requirements
- Location: Remote / Virtual
- Schedule: Part-time
- Time Zone: Afternoons, 1–5 PM UKT
- Compensation: 8 USD per hour
Key Responsibilities
1. Customer Support
- Manage inbound customer inquiries across email, chat, and social media
- Resolve complaints, order issues, and product questions with speed and empathy
- Maintain high customer satisfaction scores and fast response times
2. Order & Issue Management
- Coordinate with fulfilment and logistics teams to investigate and resolve order delays, missing parcels, and damages
- Process refunds, replacements, and escalations within policy guidelines
- Track and document recurring issues to flag patterns to the wider team
3. Customer Communication
- Draft clear, warm, on-brand responses that reflect the company's voice
- Follow up proactively with customers on open and unresolved issues
- Support retention through thoughtful post-purchase outreach
4. Reporting & Insights
- Log all interactions and resolutions in the CX platform
- Surface customer feedback and recurring themes to inform product and operations improvements
- Help build and maintain FAQ documentation and response templates
Required Skills & Experience
- Experience: 2+ years in a customer service, CX, or client-facing role — D2C or e-commerce background preferred
- Tools: Hands-on experience with Zendesk or a comparable CX ticketing platform required
- Communication: Excellent written English — warm, professional, and concise; confident handling difficult conversations with empathy
- Mindset: Proactive problem-solver with strong follow-through; comfortable working independently in a remote, async environment
- Nice to Have: Background in food, wellness, or lifestyle brands; familiarity with Shopify order management; experience with social media customer care (Instagram, Facebook)
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