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Customer Experience Executive
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London, United Kingdom Free Soul Full time**CUSTOMER EXPERIENCE EXECUTIVE** **Wellbeing for being a woman.** We’re Free Soul - wellbeing for her, however she defines it. Because no two experiences are ever the same, and her path deserves to be as individual as she is. We shine a light on the unfiltered reality of being well - not the industry-standard version, but the honest, everyday pursuit of...
Customer Experience Executive
2 weeks ago
Free Soul is a purpose‑driven wellness brand dedicated to empowering women’s wellbeing. As a Customer Experience Executive you will be the first point of contact for our customers, turning everyday interactions into moments of delight while shaping a best‑in‑class customer journey that reflects our values and deep care for women’s wellbeing. What You’ll Be Doing Respond to customer enquiries and support requests across email, social media channels and direct messages, ensuring timely and accurate responses. Provide expert product knowledge, manage order issues, returns and complaints, capture customer feedback, collaborate with cross‑functional teams and support the Customer Experience Manager with help centre articles. Respond to customer enquiries and support requests via email, social media channels, and direct messages (DMs), ensuring timely and accurate responses. Provide expert knowledge on our product range, including usage guidance and benefits. Manage order issues, returns, and complaints with a solution‑oriented mindset ensuring proper follow‑up and resolution. Capture customer feedback and share insights with internal teams to improve products and experiences. Collaborate with marketing, product, and operations teams to ensure a seamless customer journey. Support the Customer Experience Manager with maintain and updating help centre articles, FAQs, and internal knowledge base. Identify opportunities to surprise and delight customers and turn first‑time buyers into brand advocates. What We’re Looking For 1–2 years of experience in a customer service or community role (ideally within DTC, or wellness) Outstanding written and verbal communication skills with strong attention to detail. Genuine interest in women’s health, wellness, and customer‑centric brand experiences. A calm, solutions‑focused approach, even when juggling multiple queries. Exceptional analytical skills with the ability to interpret data and drive insights.Experience working with Customer Experience tools and ticketing systems (e.g. Gorgias, Zendesk, Shopify, Yari Flow). You’ll Thrive Here If You’re A self‑starter who loves taking initiative and ownership Curious, commercially aware, and always looking for the “why” Positive, energetic, and open to feedback, seeing every challenge as a growth opportunity Proud of what you do, seeing things through from concept to completion Able to embrace challenges, knowing that setbacks aren’t failures, they’re lessons and a chance to gain experience Passionate about a purpose driven organisation What You’ll Get In Return Core working hours of 10:00-16:00, with flexibility to adjust your schedule to fit your needs Hybrid working: 3 days in the office per week Work from anywhere for 2 weeks a year 25 days holiday plus bank holidays and your birthday off Enhanced Family Leave Free Soul product pantry – access to a variety of Free Soul products while working in the office Your monthly Free Soul essentials, delivered to your home – for free 30% friends and family discount Dog‑friendly office Pension plan Vitality health insurance Monthly team socials, lunch & learns and internal events Seniority level Entry level Employment type Full-time Job function Business Development and Sales Industries Wellness and Fitness Services #J-18808-Ljbffr
