Customer Happiness Executive at London Nootropics - Health and Wellness Brand 🍄

At London Nootropics, our mission is to help people stay balanced and find their flow, with delicious adaptogenic coffee that supports focus, calm and energy. We launched in March 2020 with a vision to make best-in-class adaptogen extracts accessible and easy to add to your day. As we grow, we're committed to delivering exceptional products, and just as importantly, outstanding care and support for every member of our community.

We're looking for a Customer Happiness Executive to join our team and be the voice of London Nootropics across every customer touchpoint. If you love helping people and solving problems, are interested in health and wellbeing, and thrive in a fast-paced environment, we'd love to hear from you.

About the role

As our Customer Happiness Executive, you'll be the friendly, knowledgeable face of our customer experience, handling day-to-day enquiries with empathy, clarity and efficiency. You'll help people get the most out of our blends, support them through every step of their journey with us, and play a key part in building lasting loyalty.

You'll work closely with our Customer Happiness team and collaborate across operations and marketing, with plenty of opportunity to share ideas, improve customer journeys and grow with the company. Your care and attention will define how our customers experience London Nootropics, from their very first order to the moments they need us most 💜

What you'll be doing

Customer support and communication

• Use Gorgias to handle customer communications across phone, email, live chat and social media (including Facebook, Instagram and TikTok), delivering timely, thoughtful and on-brand responses
• Navigate Shopify to access order details, update shipping information, manage cancellations or edits, and monitor fulfilment to resolve queries with care
• Use Recharge to support our subscribers, from adjusting upcoming orders to updating product selections and ensuring a smooth renewal experience
• Learn how to use Superfiliate and respond to messages from our brand ambassador community
• Become a product expert in our adaptogenic coffee, giving accurate, personalised recommendations based on each customer's needs
• Provide consistent, high-quality support, whether it's a quick fix or a more complex issue, always reflecting our values of clarity, empathy and excellence
• Collaborate with the wider team and escalate cases when needed to ensure swift, effective resolutions

Insights and improvements

• Log and tag customer queries, spot patterns in feedback and share insights with the team to help tackle recurring issues and improve our processes
• Regularly review and suggest updates to our Help Centre, internal tools and workflows to make the customer journey smoother and more intuitive
• Flag bugs, fulfilment issues or website concerns to the relevant teams, and help drive operational improvements over time
• Help shape our tone of voice and build a customer experience that feels warm and personal
• Be a proactive voice within the team, always looking for ways to elevate our customer experience, contribute to wider CX projects (like subscriptions, loyalty and retention) and make every interaction count

We'd love to hear from you if you...

• Are a recent graduate, with an interest in customer experience, wellness and startups
• Are a strong communicator with excellent written English and a naturally warm, clear tone
• Are eager to learn, take initiative and thrive in a fast-moving, growing business
• Are excited to join a close-knit, hard-working team where everyone helps each other
• Are confident using tech and keen to get to grips with platforms like Gorgias, Shopify, Recharge and Klaviyo
• Care deeply about helping others, are empathetic and want to make a meaningful impact 🍄

Why join us?

• A high-growth startup at an exciting stage of its journey
• The chance to shape the future of our customer happiness and grow your role as we grow the brand
• A supportive, motivated team that cares
• Hybrid working after probation (we're based in Angel, London)
• Your own MacBook
• Staff discount on our adaptogenic coffee
• Regular team socials and events
• Meaningful work, where your support directly impacts customer satisfaction, loyalty and long-term growth

Join us on our journey to bring adaptogens to the world. In this entry-level role, you'll be part of a driven, positive team with great energy and purpose 🍄✨