Support & Community Champion

A bit about Forest

We’re Forest. You know, those shared ebikes in London that look like trees. We’re London’s most sustainable shared ebike operator. We bridge the gap between affordability and sustainability, using advertising revenue to offer our users up to 30 free minutes per ride. Our mission is to help cities move greener—and we’re growing fast.

A bit about the role

We're on the hunt for a friendly, hardworking, and all-around great communicator who has experience handling a high volume of customer queries. As our Support & Community Champion, you'll be the eyes and ears of Forest, answering all their questions and resolving any issues via phone, email, or live chat. We're looking for someone who cares passionately about delivering top-notch experiences to our users. We hate robotic conversations, so we keep things warm and bubbly - just like you!

Hours & Location:

Hours: Saturday & Sunday 4pm-12am

Location: Remote in the UK

Your key responsibilities include:

• Being the voice of Forest to new and existing customers via email, phone call and live chat.

• Proactively reaching out to customers who may require support by analysing live journeys.

• Responding with empathy to customer problems and resolving issues efficiently

• Completing background tasks such as identifying verifications, damage reports, ending abandoned rides and other tasks.

• Collecting and sharing customer feedback & insights with the rest of the team for potential improvements to our operations, product, and technology.

• Supporting the Senior Customer Support Manager with any ad-hoc tasks.

• Reporting and flagging any bugs immediately to the correct team.

• Helping to form our culture and tone of voice, and bring a fresh pair of eyes to everything.

Who you are:

• You have 1-2 years of experience and are eager to learn and kick-start your career.

• You're an excellent communicator both written and verbal.

• You’re proactive - you don’t wait for problems, you prevent the problems.

• You're tech savvy and can learn new systems and software quickly.

• You can work independently as well as part of a team and can adapt quickly to any situation.

• You have great emotional intelligence - you can relate to anybody, especially with frustrated people.

• You have impeccable attention to detail and are well-organised.

• You know how to have a laugh and have fun! (who says work has to be boring).

Bonuses but not essential:

• You've previously worked in a B2C customer service role.

• You’ve worked closely with other teams in a business (such as Tech, Marketing, Operations) to resolve problems with the product or service.

• You are flexible to complete occasional overtime during the week

What you’ll get in return

🚲 Free Forest bike rides if you’re based in London

🌴 25 days holiday + bank holidays

🩺 Private Medical Insurance & Health Cash plan

📚 Annual personal development budget

🎈 Birthday off

🐣 Enhanced Parental Leave

🥳 Regular Socials

If you're ready to join a friendly and dynamic team, then don't hesitate to apply! We can't wait to hear from you!

Equal opportunities

Forest is an equal opportunities employer. We invest in diversity, assure equality and promote expression. We do not accept any form of harassment, bias or discrimination towards applicants and employees.

Want to create a greener future with us? Join us, and Let's reForest the world together!