Customer Service Lead

Customer Experience Lead – Reboxed

Hybrid – London / Remote

About the role

We exist to help people and the planet and that starts with every customer experience.

We're looking for a Customer Experience & Operations Lead to help us deliver world-class service as we scale our circular tech marketplace.

This isn't just about answering tickets. You'll be the heartbeat of how we connect with our customers owning the systems, processes, and insights that define how people experience Reboxed. You'll also sit close to operations, bringing structure, reporting, and accountability as we grow through partners and automation.

It's a high-impact role for someone who can blend empathy with efficiency - leading the customer function, improving the way we operate, and helping us keep our promise to make tech better for people and the planet.

About Reboxed

Tech shouldn't cost the Earth

Reboxed is a B Corp-certified sustainable tech platform creating a better way to buy, sell, and upgrade pre-owned devices. We're tackling the 50 million tonnes of e-waste dumped every year by giving tech a second life.

Through our Circularity-as-a-Service model, we power trade-in, resale, and recommerce programmes for major brands and retailers — building a movement to rehome 100 million devices by 2030.

Your role
Customer Experience

• Own the full customer journey — from enquiry to resolution — ensuring every interaction reflects the quality, care, and values of Reboxed.
• Manage and optimise CX platforms (Gorgias, Shopify, Aftership) to deliver fast, consistent, human support.
• Maintain clear SLAs and communication standards, driving satisfaction and trust at every touchpoint.

Operational Excellence

• Streamline workflows across fulfilment, returns, and warranty processes — ensuring customers and partners experience seamless resolution.
• Build documentation, playbooks, and automation to make CX more scalable and efficient.
• Coordinate with operations and logistics teams to improve response times and issue resolution.

Reporting & Insight

• Develop and maintain dashboards and weekly/monthly reports on CSAT, NPS, volumes, and returns trends.
• Use data to identify friction points, cost drivers, and opportunities for improvement.
• Partner with leadership to feed insights into product, marketing, and operational planning.

Scale & Systems

• Design and manage an outsourced support layer or offshore team to handle routine queries and out-of-hours coverage.
• Implement systems, automations, and integrations to increase efficiency without losing the personal touch.
• Support onboarding, training, and QA for both internal and external CX resources.

Brand Protection & Escalation

• Handle complex or sensitive cases with professionalism and empathy.
• Manage public review responses and community feedback channels, ensuring our brand voice stays consistent and positive.
• Uphold standards for compliance, returns, and refunds in line with company policy.

About you

You're organised, proactive, and thrive in fast-moving environments. You love solving problems, improving systems, and delivering experiences that make people smile.

You'll likely have:

• 3–6 years' experience in customer experience, operations, or ecommerce or recommerce.
• Strong knowledge of CX tools (Gorgias, Shopify, Airtable, or similar).
• Analytical skills — confident in Excel, dashboards, or BI tools.
• Experience managing or working with outsourced teams - suppliers, merchants.
• A balance of detail, empathy, and drive — you care about people, but you're also focused on performance.
• Bonus points if you've worked in recommerce, marketplaces, or sustainability-driven brands.

The offer

• Salary: £25,000 – £40,000  + equity
• Hybrid working: 1–2 days/week at our Southwark HQ
• 33 days holiday per year
• Health, wellness, and L&D budget
• Cycle to work scheme
• Ministry workspace access — gym, classes, community events, and more
• A purpose-driven team with strong values, momentum, and heart

Why join us

Three solid reasons to feel excited every morning:

1. You'll shape how thousands of people experience circular tech.
2. You'll help turn waste into value — for customers, partners, and the planet.
3. You'll join a team proving that business can be both purposeful and profitable.