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Customer Services

3 months ago

Stroud Gloucestershire, United Kingdom Freja Full time

Job Title: Customer Service & Community Executive

Location: Stroud, Gloucestershire (remote-first role, 1 day per week in the office with travel expenses covered)

Freja is a high-growth, multi-channel nutrition brand. We’ve grown the business to an 8 figure run rate and become the category leader since launching in 2020. We’ve achieved rapid growth across all sales channels, successfully raised an investment round, and won a few awards along the way (including Food & Drink Startup of the Year, and Best Visual Identity in Food & Drink Category).

We’re a small team that punches above its weight. We like to work with people who are proactive, entrepreneurial and commercial, with first-class communication skills. The key to success in our business is to hit the ground running, take ownership of your role, manage upwards, and make great things happen.

The business is remote-first, with face to face meetings and workshops in our Stroud, Gloucestershire office (1x / week for this role). As such, the ideal candidate will be located within 90 mins travel time from Stroud. 

The Role & Responsibilities -

There’s an exciting opening for a Customer Service & Community Executive to join the team, a key customer-facing position in a rapidly growing brand. 

This is no ordinary Customer Services job answering routine customer complaints (“where’s my order” queries are dealt with by a different team). Instead you’ll be expected to build knowledge about our brand and product, and engage with customers to make sure they have all the information, support, and encouragement they need to make a purchase, and that they are happy enough to recommend us to a friend.

As part of the marketing team, the Customer Service & Community Executive is responsible for ensuring that Freja’s consumers and wider stakeholders have a highly engaged experience with the brand, regardless of what channel they use to contact us:

  • Responding directly to any brand-related and product-related customer service questions via the contact portal
  • Collaborating with our operations team to ensure that order-related queries end up with a positive resolution
  • Redirecting all inbound inquiries via our hello@ and info@ email addresses to the appropriate people in the business
  • Engaging appropriately with all comments and questions on our social media channels (Instagram, Facebook)
  • Ensuring that customer reviews are acknowledged, and replied to as needed, maintaining our online review score
  • Reporting on frequently asked questions and customer feedback

What we are looking for in a candidate:

  • Minimum 2 years in a customer services role for a brand
  • Everyday social media user, willing to join the conversation
  • Comfortable with various communication platforms such as helpdesk tools
  • Genuine passion for communicating with people and solving their problems
  • Not scared to pick up the phone and go above and beyond for customers
  • A true interest in our brand and our product (if you don’t care about our mission, you won’t care about our customers) 
  • A willingness to grow with the company
  • Current right to work and live in the UK

What’s in it for you -

  • The opportunity to play a key role in a growing challenger brand.
  • Proper responsibility for a strategically important area.
  • Competitive salary + company performance bonus.
  • All employees will have EMI share options, giving them the opportunity to participate in our success
  • Remote-first role, 4-5 days per month in the office.
  • Flexible working hours.
  • 25 days holiday plus bank holidays.
  • The tech you need to get the job done.
  • Allocated budget and time off for personal and professional training and development.
  • Plenty of bone broth