Customer Experience Executive

Full job description

As our Customer Experience Executive, you’ll be the link between our customers and our products. You’ll help shoppers find the right fit, handle returns and exchanges with care, keep our support channels running smoothly, and spot the patterns that help us improve. It’s a hands on, on-site role for someone organised, curious, and proactive.

What You’ll Do

• Turn refund requests into happy exchanges by understanding what the customer really needs and offering the right solution.
• Answer sizing and fit questions before and after purchase, so customers order with confidence.
• Handle live chat and email support (with the help of our AI assistant) to give fast, friendly replies.
• Monitor returns every day, dig into why items come back, and report the top reasons and trends each week.
• Fit-check new and problem products, and flag when a size chart or product page needs fixing.
• Keep clean, accurate records of audit and fit-check notes.
• Coordinate with internal teams and shipping partners so updates happen on time.
• Support audits across warehouse, email, and website touchpoints.

What We’re Looking For

• A can-do attitude and a solutions-first mindset — you don’t wait to be told; you figure it out.
• Positive, calm, and resilient — you keep a cool head with frustrated customers.
• Strong problem-solving and good judgement under pressure.
• Clear, friendly written English — most of the job is chat and email.
• Comfortable with numbers and spotting patterns in data (returns, orders, trends).
• Organised and reliable, with sharp attention to detail.
• Comfortable using computers, dashboards, and AI tools — or eager to learn fast.