Customer Experience Specialist

Location: Hybrid — 3 days in the office, 2 days from home

Job Type: Full-time

About the Role

As the CX Assistant, you will play a key role in driving the performance, development, and overall success of our Customer Service team. You’ll ensure every customer receives a premium, “white glove” experience while supporting the growth of our overseas agents through thoughtful coaching, clear communication, and strong leadership.

Key Responsibilities

• Onboard, train, and mentor a small team of overseas Customer Service agents, ensuring alignment with departmental KPIs.
• Provide one-to-one coaching, development, and performance feedback weekly or bi-weekly.
• Offer day-to-day guidance for agent queries and support escalated or complex customer issues.
• Shadow and support new agents to ensure a smooth integration into the team.

Performance Management & Reporting

• Record and report weekly agent performance metrics.
• Establish and track clear KPIs to boost team performance and efficiency.
• Complete weekly Quality Analysis reviews and share insights with key stakeholders.
• Report all progress, challenges, and performance concerns to your line manager for further support.
• Step in to support the Customer Service inbox during peak times.
• Maintain a premium “white glove” customer experience for every member.
• Create and update template responses, labels, and workflows within the Customer Service platform.

Operational & HR Administration

• Manage routine HR tasks including annual leave approval, monitoring absences, and updating attendance records.
• Review team capacity and workload, collaborating with department leads to plan ahead for peak business periods.

Skills & Qualifications

• Strong background in delivering premium or luxury-level customer experiences.
• Previous experience managing, supervising, or coaching a team.
• Excellent organisational, administrative, and communication skills.
• A professional, proactive mindset suited to a fast-paced environment.
• Experience with Customer Service tools such as Dixa, Zendesk, or Gorgias is highly desirable.
• Hybrid working pattern: 3 days in office, 2 days working from home.
• Join a mission-led team focused on sustainability and innovation.
• Contribute to meaningful work that positively impacts consumers and the environment.

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