Remote role (UK preferred)
About Loka
At Loka we’re building an innovation and design-led product brand rooted in South Asian culture and engineered for the modern global kitchen. We’re starting with chai, drunk by billions around the world yet ripe for disruption.
We’re an ambitious early-stage company growing quickly – reimagining ritual with cultural depth, thoughtful storytelling and commercial intelligence.
We care deeply about craft, culture and content – yet we move with data, performance and speed. We’re building a team and culture that can operate in both worlds.
Our global, multicultural team is united by a shared passion for innovation, design, culture — and of course chai.
The opportunity
This is a hands‑on, varied role for someone who enjoys solving problems, improving systems, and learning how a modern e‑commerce business runs end to end.
You will be the day‑to‑day owner of customer experience, working closely with our Head of Operations & Supply Chain, and partnering with third‑party teams across customer support, freight, and warehousing. Over time, this role has clear growth potential into an operations leadership track, as you help us build stronger internal CX processes and scalable operating systems.
What you will do
Customer experience
- Support customers with their queries on email, web chat, social DMs, and review platforms (including Amazon), handling both pre‑purchase questions and post‑purchase issues.
- Identify opportunities to automate repetitive operations and allow us to scale our support without increasing headcount linearly.
- Own our tone of voice and help centre assets (knowledge base, macros, workflows), keeping them clear, consistent, and on‑brand.
- Manage and improve the quality of support: ticket allocation, QC, coaching feedback, and escalation handling.
- Take on complex or sensitive cases and turn difficult moments into great customer outcomes.
- Spot patterns in feedback and proactively share practical insights with the team to improve products, comms, and operations.
Operations & supply chain support
- Coordinate day‑to‑day operational issue resolution for orders, working with our remote CS team, 3PL, and other vendors, escalating where needed.
- Create and manage freight bookings with our logistics partners, ensuring information is accurate and timelines are clear.
- Support ongoing improvements to our operational playbooks and documentation so we can scale without chaos.
- Coordinate with manufacturing partners and intermediaries, aligning packaging, components and production timelines in line with forecast volumes.
Systems & automation
Support the rollout of AI‑enabled support tools and automation, with a focus on improving speed, quality, and consistency.
Who we are looking for
We are looking for someone who combines customer empathy, strong written communication, and analytical thinking. You are organised, calm under pressure, and enjoy bringing order to messy problems.
You Likely Have
- 2–4 years of experience in frontline customer support and/or operations, ideally in an e‑commerce or DTC brand.
- Experience using support tools such as Gorgias, Zendesk, Freshdesk, or Intercom (or the ability to learn quickly).
- Strong written English and a good instinct for tone.
- A systems mindset: you do not just fix issues, you look for the repeatable improvement.
- Aspirations to grow into a more senior operations role.
Nice To Have
Experience working with 3PLs, freight partners, or operational workflows in e‑commerce.
Culture & Benefits
We offer competitive base pay, a company bonus scheme and stock options.
Working model
Loka is remote‑first, with team members around the world. The Head of Operations & Supply Chain is UK‑based, and we expect this role to be UK‑based as well.
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