Customer Experience Executive

About Fussy

Hey good smelling! We’re Fussy…about everything in our mission to banish single-use plastic from your bathroom. Having experienced exceptional growth over the past four years, we are now looking for a talented individual to join the team as a Customer Service Executive.

You’ll report to our Head of Customer Service, working together to continue to optimise the service we provide our customers with.

This is an exciting opportunity to join scale-up through a significant period of growth and ensure all customer interactions turn into memorable 5* experiences. 💪🌍

About the role

Joining as our Customer Service Executive, you’ll be responsible for looking after the true heroes behind Fussy - our customers. As we scale, it’s important that we continue to optimise the service we provide them with. Specifically, you’ll be responsible for:

• Resolving our customers' queries effectively across chat, email and social and ensure they get a world class experience.
• Actively listening to our customers to provide them with the best resolution possible, in the most efficient way.
• Thinking creatively and go above & beyond to turn any customer issues into a memorable 5* experience.
• Playing a vital part in improving our processes and customer experience by picking up on trends, coming up with innovative ways of working, and sharing these through our feedback loops.
• Living up to our Fussy values, be a team player, and help out when it’s needed to ensure the entire business runs smoothly.

About you

We’re big believers that great talent comes in all shapes, sizes and CVs. So if you’re excited by our mission, we want to hear from you. That said, we think you’ll smash this role if you bring the following skills:

• You’ve got at least one year of experience within a customer service or customer support team in a D2C or e-commerce space
• You’re fluent in English with strong written and verbal communication skills and a great eye for detail. You’re able to understand and analyse problems, in order to find the best appropriate solutions.
• You have a clear understanding of the impact customer service can have on a customer’s purchase decision and retention.
  
• You’ve got a strong work ethic, hold yourself accountable, and treat feedback as an opportunity to improve.
  
• You’ve got a can-do positive attitude and remain flexible and resilient when faced with change.
• You’re reliable, supportive and just a genuinely nice, friendly person.
  

Bonus points, but these are not a deal breaker:

• Ideally you also have experience using Shopify and/or a CX software (e.g. Zendesk, Dixa or Gorgias) but that’s not essential - we’ll get you up to speed.
• You’ve got a keen interest in the sustainability and wellness space. We’re all about people, planet and pits!

What we offer 🤝

• A chance to play a part in banishing single-use plastic from the bathroom
• A salary of £26,000 - £28,000 depending on experience
• Hybrid working with Tuesdays and Thursdays in our East London office
• 33 days annual leave including flexible bank holidays + a day off for your birthday – we encourage you to take time off to switch off, rest and recharge.
• Our WellHub membership with a range of fitness & wellbeing options - we care about our team’s wellness, from physical to mental health
• Share options after probation - we grow, you grow

Who we are 💪🌍

Fussy are on a mission to banish single-use plastic from the bathroom by designing simple, effective and convenient personal care products that are backed by science not buzzwords. Our first product, a refillable deodorant is now the UK’s top rated natural deodorant and has blessed the armpits of everyone from Holly Willoughby to some very known Dragons’. We have put in place the foundations of a world-class team of employees and advisors and this is a super exciting time to join as we are now looking to accelerate our growth into new products and territories. We as a brand have the responsibility, consumers have the power and it’s only together we can do this. Power to your pits!