Customer Experience & Operations Assistant

Are you a customer-obsessed professional with 1-3 years' experience in customer service or operations? Or are you looking to step into a dynamic role where you can make a real impact on customer satisfaction while supporting the operational backbone of a fast-growing business? Then this is your opportunity to join a healthy coffee challenger brand during an incredibly exciting phase of growth.

It is an exciting time to join as we scale up rapidly, racing to become the biggest D2C coffee co in the UK and beyond. We've created an entirely new value-proposition for coffee, health, and now it's time to make it mainstream! As we expand from one roastery to three and launch multiple new product lines, we need someone exceptional to ensure our customers have an outstanding experience at every touchpoint.

To be successful you must be obsessed with delivering exceptional customer experiences and keeping operations running smoothly. You'll be working with a small, dynamic team and supporting across the breadth of operational activities while being the guardian of our customer relationships.

The successful applicant must be a natural problem-solver, have incredible attention to detail, excellent communication skills and be a true people person. Be prepared to work hard and on varied tasks. This role is not for the faint hearted.

What you'll be doing:

• Customer Experience Excellence – Handle customer inquiries, complaints, and feedback across all channels, ensuring every customer feels heard and valued
• Order Management – Support with order processing, tracking issues, delivery problems, and subscription management to keep customers happy
• Quality Control Support – Monitor customer feedback for product quality issues and work with the operations team to resolve any problems quickly
• Operational Admin – Support across various operational tasks including inventory tracking, supplier communications, and general administrative duties
• Customer Data Management – Maintain customer records, track satisfaction metrics, and help identify trends in customer feedback
• Cross-functional Collaboration – Work closely with marketing, operations, and leadership teams to ensure customer insights inform business decisions
• Process Improvement – Identify opportunities to streamline customer experience processes and operational workflows

About you:

• High energy, customer-focused, and genuinely passionate about solving problems and helping people
• 1-3 years' experience in customer service, operations, or a similar customer-facing role, preferably in a fast-paced, growing business
• Exceptional communication skills, both written and verbal, with the ability to turn frustrated customers into loyal advocates
• Naturally organised with strong attention to detail – you never let things slip through the cracks
• Able to multitask effectively and prioritise a varied workload while maintaining high standards
• Problem-solving mindset – you see customer complaints as opportunities to improve the business
• Self-motivated and able to work independently while being a collaborative team player
• Experience with customer service platforms, order management systems, or CRM tools is beneficial
• A passion for health and wellness or interest in the coffee industry is a bonus

What's in it for you:

• A salary of £25k to £32k depending on experience
• Fully remote – You must be able to prove you're a self-starter
• Flexible working hours, but usually 9-5.30pm Monday-Friday
• 25 days holiday plus bank holidays
• Team meetups at events, our own Exhale mini-festival and the roastery
• Free coffee!
• Pension scheme