Customer Experience Lead

At Free Soul, we are the leading destination for Female Wellness, committed to empowering women worldwide with nutritionist-designed products. From PCOS and hormone health to menopause and bloating, our products help women feel their best. As a rapidly growing brand, we are passionate not only about our customers’ wellness but also about fostering the growth of our team. Join us on our journey to support women's health and wellness, while helping to shape the future of a dynamic, fast-paced brand.

Key Responsibilities

Customer Support:

• Manage Customer Inquiries: Respond to a high volume of customer support tickets via email, social media, and direct messages (DMs), ensuring prompt, efficient, knowledgeable and empathetic resolutions.
• Resolve Complex Issues: Take ownership of more complex or escalated customer queries, requiring in-depth product knowledge or personalised assistance.
• Maintain Service Excellence: Ensure that all customer interactions reflect Free Soul’s core values.
• Ticketing & CRM Systems: Use CRM tools to manage, track, and resolve tickets, ensuring no customer inquiry is left unaddressed, and that issues are resolved swiftly.
• Improve Customer Journey: Identify trends in customer feedback and queries, proactively addressing recurring issues or suggesting improvements to streamline the support process.

Team Management & Coaching

• Lead a Small Team: Supervise and support a team of 2-3 customer support representatives, offering guidance and mentorship to help them grow in their roles.
• Team Development: Coach and motivate your team to meet individual and collective KPIs, helping them continuously improve their performance and the quality of service they provide.
• Set & Track KPIs: Establish clear performance targets for your team (e.g., response times, resolution times, customer satisfaction), monitor progress, and provide actionable feedback.
• Foster Team Collaboration: Cultivate a supportive and collaborative team environment, encouraging open communication and a shared focus on delivering outstanding service.

Social Media Engagement

• Manage Social Media Interactions: Oversee customer support through social media channels (e.g., Instagram, Facebook, etc.), ensuring responses maintain Free Soul’s brand voice—positive, helpful, and empowering.
• Capture Customer Feedback: Provide insights from social media interactions to the relevant teams (e.g., marketing, product) to help inform improvements to products or the overall customer experience.

What We're Looking For

• Experience: 3 years in customer service, with at least 6 months of experience in a leadership or supervisory role (preferably in e-commerce or direct-to-consumer industries).
• Customer Service Expertise: Extensive experience handling customer support tickets using CRM/ticketing software (such as Gorgias, Zendesk, etc.), with a strong focus on high-quality, timely resolutions.
• Leadership Ability: Proven experience in leading and mentoring a small team, balancing hands-on customer support work with coaching and performance management.
• KPI-Driven: Comfortable managing and tracking team performance through KPIs (e.g., resolution time, satisfaction scores) and using data to optimise processes.
• Social Media Experience: Familiarity with managing customer support through social media platforms, maintaining consistent and empathetic communication.
• Strong Communicator: Excellent verbal and written communication skills, with the ability to convey information clearly and maintain a professional tone across all channels.
• Organised & Proactive: Highly organised with the ability to manage multiple tasks simultaneously while maintaining attention to detail and a focus on customer satisfaction.

Benefits

• Core working hours of 10:00-16:00.
• Free Soul product pantry – access to a variety of Free Soul products in the office.
• Your monthly Free Soul essentials – for free!
• 30% friends and family discount.
• Hybrid working: 3 days in the office per week.
• Dog-friendly office.
• Access to Vitality health insurance post-probation.
• Monthly team socials, lunch & learns and internal events.
• Brand new work laptop and full desk set-up.
• Pension plan.
• A brand-new office environment, designed to be an inspiring place to work, collaborate and grow.