Customer Experience Assistant job at London Full Time NEW

Customer Experience Agent

A fantastic opportunity to help evolve and improve how we serve our customers, with the opportunity to grow into a team lead role.

Location: London, UK.

Reporting to: Founder Associate

Type: Full-time, permanent

Salary: £28k-32kpa

Start date: July 2026

The Opportunity

This is a rebuild – and we need someone who finds that exciting rather than daunting.

You’ll start in the tickets, learning the business from the ground up. There’s a clear path to progress into a team lead role, with the opportunity to work alongside our Founder’s Associate to help build a Customer Experience function that drives growth.

Customer experience is one of the biggest levers we have to grow the business. We want to make it something we’re known for.

What You’ll Do

In the first six months, you’ll be hands-on in the queue:

• Handle customer enquiries across email and chat – DTC and B2B
• Identify patterns in what customers ask and flag them – every ticket is a signal
• Build out our knowledge base and SOPs as you learn
• Work directly with our AI tools – testing responses, identifying gaps, and improving outputs

As you grow, you’ll take on:

• Owning the SOP and knowledge base library
• Involved in hiring and onboarding new agents in the UK
• Producing the monthly CX intelligence report for leadership
• Working with product, ops, and commercial to fix what CX uncovers upstream
• Leading our AI automation roadmap – identifying what to automate next and making it happen

Who You Are

We’re hiring for character and drive, not just a CV. The person we want:

• Is curious about how things work and why they break – you find root causes, not workarounds
• Writes clearly and naturally – warm, human, and on-brand
• Is organised and follows through – you close loops without being chased
• Is hungry to grow – you want real ownership, not a title handed to you
• Fixes problems – your instinct when something’s wrong is to sort it
• Is excited about AI – you want to help build systems that make the team faster and smarter
• Is honest and direct – you say what needs to be said

What You’ve Done

We care more about who you are than where you’ve been. Useful backgrounds include:

• Customer-facing experience – retail, hospitality, account management, or similar
• A track record of taking ownership and seeing things through
• Strong written communication – tone and clarity matter
• Exposure to AI tools, professionally or out of curiosity
• E-commerce, DTC, or B2B experience is a plus, not a requirement

No degree required. No specific years required. We’re looking for potential, proof of work, and the right values.

Apply direct or email your CV to [email protected]

Pay: £28,000.00-£32,000.00 per year

Work Location: In person