Senior Customer Service Executive

Who we are:

In a world where old school soft drinks, unnecessary food waste and outdated business practices are a thing of the past, DASH is leading the healthy hydration revolution. We infuse our super tasty waters with real wonky fruit. That’s the bent, crushed, misshapen fruit that supermarkets say no to. No sugar, no sweeteners, no worries.

DASH launched in 2017 and has quickly become the market leading brand in a category that has grown over 60% YoY in the UK. DASH has an industry-leading DTC platform, and in 2026 we will sell over 56 million cans in 20+ international markets with notable retailers including: Sainsbury’s, Tesco, Waitrose, Ocado and M&S.

We are incredibly proud to say that we are a Certified B Corporation. We always intend to use our business as a force for good, and now it’s official.

From the first ad a customer sees to the moment their delivery lands on the doorstep, every interaction shapes whether someone chooses DASH and whether they stay. As we grow, we’re creating a dedicated position focused on making those moments better: how well we deliver, how well we handle complaints, and how well we learn from both, fixing problems at source.

We have an exciting opportunity for a customer-obsessed and commercially minded Senior Customer Service Executive to do exactly that. This isn’t a frontline role: you’ll spend your time on the processes, partners and patterns behind our customer service. This high-impact role will suit someone excited to champion the customer experience and help scale a challenger brand.

You’ll work closely with our customer service agency, Senior CRM Manager, Operations team and courier, turning insights into real change; improving customer satisfaction and protecting our bottom line.

Own escalations end to end

● Take ownership of high-level escalations and complaints, gathering information and coordinating a resolution with relevant stakeholders.

● Set the policies our customer service agency works to, including delivery and quality issues, weighing customer outcomes against cost.

● Managing public-facing reviews, helping to maintain our industry-leading Trustpilot and NPS scores.

Turn patterns into fixes

● Represent the customer's voice internally, spotting trends in customer contacts, and identifying the key drivers.

● Work closely with Growth, Operations, Logistics and Product to get the biggest issues fixed first.

Manage key relationships

● Be the key point of contact for our outsourced customer service agency across all channels, including email and paid social, setting goals, standards and driving joint accountability.

● Improve delivery quality as the day-to-day contact for our courier, raising issues, recovering costs, and pushing for meaningful change alongside our Logistics Manager.

● Support the launch of new international markets, helping to create customer service processes and policies.

Measure and improve

● Maintain reporting on customer service KPIs and delivery SLAs, flagging issues to stakeholders and driving corrective action where we’re off track.

● Track the cost of resends and refunds, balancing what’s right for the customer with what’s right commercially.

● Improve how we deliver service, from smarter use of AI to tighter agency processes.

● Share customer insight with the wider team, so questions and objections can feed into marketing messaging and creative.

Experience we are looking for:

● 2+ years experience in a customer service role, ideally in a DTC Ecommerce business.

● Experience handling complex escalations and complaints through to resolution.

● Experience working with agencies, outsourced teams or couriers, and holding partners to KPIs.

● Comfortable making data-driven decisions, and confident with spreadsheets for tracking and reporting.

● Good commercial awareness, balancing customer outcomes with cost efficiencies.

About you:

● Tenacious: you see problems through to the end, working through them until they are resolved.

● A structured thinker who can break down a problem and is happy getting into the detail.

● Calm, empathetic and authentic with customers, even when the situation is difficult.

● Able to influence colleagues and partners, adapting how you communicate to your audience.

● A true advocate for the customer, passionate about DASH’s brand vision and values.

● A proactive self-starter with a positive attitude and the ability to prioritise effectively.

• Competitive salary and discretionary bonus

• Hybrid working with minimum three days in the office a week

• Consideration for share option scheme (after 1 year service)

• 25 days holiday a year

• Subsidised public transport travel (Zones 1-2)
• Classpass and Headspace subscriptions

• Salary sacrifice nursery scheme
• Work phone

• Enhanced family friendly policies

• Free tasty breakfast in the office

• Regular social events with the team

• Dynamic and supportive working environment

• As much DASH as you can drink!

DASH's commitment to diversity and inclusion:

DASH Water is committed to employing a diverse workforce and providing a supportive environment for employees from all backgrounds. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability or age. If there is anything we can do that will help you take part in the application process, please contact us first at hello@dash-water.com