On behalf of our client — a fast-growing, founder-led wellness brand — we are looking for a Customer Experience Executive to join their small, ambitious team in London. This is a fantastic opportunity for a bright, organised, and thoughtful individual who is looking to grow within a purpose-led, customer-focused brand environment.
Our client is a modern wellness company with a loyal and rapidly expanding community across the UK and internationally. Known for their science-led formulas, clean design, and elevated customer experience, they are on a mission to make feeling good part of everyday life — and their customer relationships are central to that vision.
The Role
The Customer Experience Executive will play a key role in delivering seamless, supportive, and positive experiences across all customer touchpoints. Acting as the first point of contact, they will respond to customer queries, help resolve issues, and ensure the brand’s tone of voice and care-driven ethos are reflected in every interaction.
This is an ideal role for someone with 1–2 years’ experience in a customer-facing role — particularly in a fast-paced, DTC brand or agency setting — who is ready to take on more responsibility and grow within a supportive, high-growth team.
Key Responsibilities
- Manage day-to-day customer communications across email, live chat, and social media DMs
- Respond to queries relating to orders, products, delivery, and returns — providing accurate, timely, and friendly support
- Liaise with fulfilment and operations partners to track orders and resolve customer issues
- Support the maintenance of internal customer service tools, FAQs, and templates
- Assist with community gifting, loyalty surprises, and special requests
- Monitor customer feedback and highlight recurring themes or opportunities to the wider team
- Ensure all communications align with the brand’s tone and values
Candidate Profile
- 1–2 years’ experience in a customer service, CX, or support role — ideally within a DTC or consumer brand
- Strong written communication skills with excellent attention to detail and grammar
- Empathetic, calm under pressure, and solutions-oriented — able to handle queries with thoughtfulness and care
- Highly organised and comfortable working across multiple systems and tasks at once
- A natural team player, eager to learn and grow in a fast-moving, founder-led environment