Customer Experience Executive

2 weeks ago

Stroud, Gloucestershire, United Kingdom Freja Bone Broth Full time £28,000 - £36,000 per year

Role: Customer Experience Executive

Location: Remote first role

(Stroud)

Salary:

£28k

About Freja

Freja is the UK's leading bone broth brand — sitting between premium ingredients and functional food — with an ecommerce-first model. After four years of rapid growth and a recent investment round, we're refreshing our brand and building a team to scale.

We're a small team with a flat structure and a "get things done" mentality. Everyone rolls up their sleeves and executes.

About the Role

We're looking for an enthusiastic customer services professional to help make Freja a household name through
exceptional customer experience

.

You'll engage directly with customers, manage online touchpoints, and use insights to improve how people experience and talk about Freja.

Key Responsibilities

Customer Support & Service

  • Handle customer enquiries and reviews across Website, Amazon and social with thoughtful, prompt responses
  • Work with Ops on order queries and ensure positive resolutions
  • Manage our customer inbox and be a bone broth evangelist to support on all product queries
  • Acknowledge and reply to reviews, maintaining a high online rating
  • Support on retailer, stockist or wholesale enquiries as needed

Content & Reputation

  • Keep FAQs, blog and recipe content clear and up to date
  • Manage Trustpilot and monitor other forums for brand reputation
  • Proactively check online listings for accuracy and consistency
  • Support on frontline social comments and customer DMs

Insights & Reporting

  • Report on customer enquiries, reviews and recurring questions
  • Share feedback themes with the wider team to help inform product, ops and marketing decisions

About You

  • 2+ years' experience

in customer service or experience, ideally ecommerce or consumer brand.
- Skilled communicator with strong writing and people skills.
- Confident using helpdesk tools and social media.
- Genuinely interested in
health food, nutrition, and Freja's mission

.
- Proactive, curious, and eager to grow with the company.
- Right to work and live in the
UK

.

Benefits

We are committed to continuous improvements to our team benefits and ways of working

  • The opportunity to play a key role in a growing challenger brand.
  • Competitive salary
  • Remote-first role, 3-4 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

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