Customer Service Executive
Welcome to Free Soul. We're on a mission to become the world's leading women's wellness brand by formulating incredible products, that help real women change their lives for the better.
Customer Service Executive | Hybrid working out of brand new office in Marylebone
Who we are:
We're Free Soul, the leading Home of Female Wellness for women globally. Focused on the unique needs of women, we formulate nutritionist-designed products addressing everything from PCOS to menopause, bloating, and hormone health. Each product promises to empower our customers to become the best version of themselves. Similar to our products, our team is on a journey of growth, and as a small but rapidly expanding brand with ambitious goals, you can expect the freedom to shape your own growth and development.
Key Responsibilities:
Customer Support:
- Respond to customer inquiries and support requests via email, social media channels, and direct messages (DMs), ensuring timely and accurate responses.
- Address and resolve customer issues related to product inquiries, orders, and delivery, delivering an exceptional customer experience.
- Ensure proper follow-up and resolution on all customer queries and escalate issues when necessary.
- Efficient and organised handling of customer interactions.
- Assist with maintaining accurate records of customer communications to ensure seamless resolutions and to support the wider team
Collaborate with Teams:
- Work closely with the Customer Service Manager and cross-functional teams to escalate and resolve complex queries.
- Provide feedback from customers to internal teams to support ongoing product development and improvements.
Tone of Voice & Brand Alignment:
- Ensure all customer interactions align with Free Soul's brand tone—professional, empathetic, and empowering.
- Maintain a positive and helpful approach in all communications, representing Free Soul as a trusted source of wellness support.
Ideal candidate profile:
- 6 months to 2 years of experience in a customer service role, ideally within the e-commerce or direct-to-consumer (DTC) industry.
- Strong communication skills, both written and verbal, with a focus on professionalism, empathy, and maintaining brand voice.
- Experience working with CRM tools and ticketing systems (experience with Gorgias is a plus).
- A proactive, can-do attitude with a genuine passion for providing excellent customer service.
- A team player with strong organisational skills and attention to detail.
What you’ll get in return:
- Free Soul product pantry access in the office.
- Your 3-monthly FS essentials free.
- 30% friends and family discount.
- Hybrid working: 4 office days during probation and 3 thereafter.
- Dog-friendly office.
- Access to private health insurance.
- Monthly team socials, lunch & learns, and internal events.
- Work laptop and full desk set-up.
- Pension plan.
- A brand-new office environment designed to be an inspiring place to work, collaborate, and grow.
The happiness of our employees is important to us, so whilst we're set on creating the best environment to develop along with dedicated perks, we know that truly, our best benefit is our people. We like to think that joining Free Soul isn't just a job, it's about becoming a part of a mission for change. Every member of our team contributes to one shared goal - to become one of the most recognised brands within wellness.
- Locations
- FSHQ
- Remote status
- Hybrid
Customer Service Executive
Welcome to Free Soul. We're on a mission to become the world's leading women's wellness brand by formulating incredible products, that help real women change their lives for the better.
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