Customer Experience Executive

About the Role
We are a D2C food brand on a mission to make healthy eating more convenient, more accessible, and genuinely enjoyable — for everyday people who care about what they put in their bodies. As we grow our customer base, we're looking for a Customer Experience Executive to be the frontline of our brand — someone who handles every customer interaction with speed, warmth, and care.

This is a hands-on CX role covering inbound support, order resolution, and customer communication across our digital channels. You'll work closely with our operations and fulfilment teams to resolve issues end-to-end, and you'll help us identify recurring patterns that can improve our product and processes over time.

Work Structure & Requirements

• Location: Remote / Virtual
• Schedule: Part-time
• Time Zone: Afternoons, 1–5 PM UKT
• Compensation: 8 USD per hour

Key Responsibilities

1. Customer Support

• Manage inbound customer inquiries across email, chat, and social media
• Resolve complaints, order issues, and product questions with speed and empathy
• Maintain high customer satisfaction scores and fast response times

2. Order & Issue Management

• Coordinate with fulfilment and logistics teams to investigate and resolve order delays, missing parcels, and damages
• Process refunds, replacements, and escalations within policy guidelines
• Track and document recurring issues to flag patterns to the wider team

3. Customer Communication

• Draft clear, warm, on-brand responses that reflect the company's voice
• Follow up proactively with customers on open and unresolved issues
• Support retention through thoughtful post-purchase outreach

4. Reporting & Insights

• Log all interactions and resolutions in the CX platform
• Surface customer feedback and recurring themes to inform product and operations improvements
• Help build and maintain FAQ documentation and response templates

Required Skills & Experience

• Experience: 2+ years in a customer service, CX, or client-facing role — D2C or e-commerce background preferred
• Tools: Hands-on experience with Zendesk or a comparable CX ticketing platform required
• Communication: Excellent written English — warm, professional, and concise; confident handling difficult conversations with empathy
• Mindset: Proactive problem-solver with strong follow-through; comfortable working independently in a remote, async environment
• Nice to Have: Background in food, wellness, or lifestyle brands; familiarity with Shopify order management; experience with social media customer care (Instagram, Facebook)