Customer Support Assistant

ABOUT US

Ancient + Brave is a female founded, mission‑driven wellness brand with an award‑winning range of collagen, supplements and functional blends.

Rooted in ancient wisdom and validated by science, our simple daily rituals support our community in nurturing whole body health.

As a business, we are ambitious about our growth and disciplined in how we execute. In June 2024, we were named 5th in The Sunday Times 100 fastest‑growing private companies and 4th in the Oresa retail growth index in 2025.

We care deeply about the impact we have – on our customers, our community and the world around us. As well as a B Corp, we are a member of 1% for the Planet, contributing 1%+ of all revenue to environmental and social causes – putting people and the planet at the heart of all we do.

As an equal‑opportunity employer we are committed to an inclusive and diverse workplace culture, where we are brave, connected and intentional – and lead with integrity in all we do.

While most of our roles are advertised as full‑time, we are happy to discuss part‑time set‑up where appropriate. We operate from beautiful head offices overlooking the river Ouse in Lewes, East Sussex.

THE ROLE

We are seeking a proactive and customer‑focused individual to join our team as a Customer Support Assistant. In this role, you will be responsible for managing and responding to customer queries across email, social media, and telephone, ensuring timely responses and exceptional customer experience. You will play a key part in maintaining clear communication with customers, tracking all interactions through our systems, and supporting internal teams by providing regular feedback on common issues.

WHAT YOU\’LL BE DOING

• Ensuring all email and social media queries are answered on a daily basis.
• Following up on email and social media queries to ensure all questions are answered to the customers satisfaction.
• Communicate regularly and clearly via email and telephone with customers who have an on‑going query/problem.
• Answering customer queries via telephone in a polite and helpful manner.
• Using the system Gorgias to ensure transparency and tracking on all queries.
• Creating and tracking Royal Mail claims, ensuring all information is provided in a timely manner and monies are received correctly.
• Keeping all relevant spreadsheets updated daily on Google Drive.
• Checking returns spreadsheet every day ensuring all returns are appropriately completed.
• Communicate with Marketing / Nutrition to ensure FAQs (frequently asked questions) are correct and up to date.
• Provide detailed feedback to relevant departments on regular issues and common queries raised by customers to enable preventative action to be taken.
• Check for unfulfilled orders that have been missed.

WHO YOU ARE

To be successful in this role, you will need the following skills / knowledge / experience:

• Strong customer service and communication skills, both written (email, social media) and verbal (phone).
• Good knowledge of managing data via Google Sheets.
• Highly organised with excellent time management, ensuring daily follow‑ups, updates, and task completion.
• Detail‑oriented with problem‑solving abilities, including handling claims, returns, and unfulfilled orders.
• Collaborative and feedback‑driven, regularly liaising with internal teams to improve FAQs and resolve common issues.
• Proficiency in using AI platforms and e‑commerce platforms such as Gorgias and Shopify (full training will be given).

Further, to truly thrive at Ancient + Brave you will need to embody the spirit of our brand and align with our company culture. For us that is a series of shared beliefs:

WE BELIEVE IN BRAVERY – We are: Courageous, Bold, Experimental

WE BELIEVE IN INTEGRITY – We are: Honest, Accountable, Ethical

WE BELIEVE IN CONNECTION – We are: Collaborative, Inclusive, Open

WE BELIEVE IN INTENTION – We are: Purposeful, Proactive, Focused

Please Note:

• This role requires full time working at our stunning Lewes offices. Please apply only if you’re within a reasonable commute.

• We’re not seeking recruitment support for this role at this time.

WHY JOIN US

Ancient + Brave are a community‑built brand and embracing innovation and sustainability with social and environmental responsibility is at the heart of everything we do. We hold ourselves accountable to the highest standards when it comes to our commitment to balance profit and purpose – working with us means being part of building a truly sustainable product. We are B Corp certified and members of 1% for the Planet, committed to giving back % of all sales towards helping environmental partners, so we can work together towards a better future for our planet.

At Ancient + Brave you’ll find an engaging, collaborative and inclusive work environment where your talents will be nurtured, and your contributions valued.

We provide all our team members with suitable laptop computers & headphones and our office is equipped with monitors, ergonomic chairs and sitting + standing desks. Our kitchen is fully stocked with the usual supplies as well as limitless supply of A+B products (you also get 50% off on any product you wish to purchase).

We pay a discretionary bonus based on a mix of company performance and individual contributions and review our salaries annually. Our pension contributions are ESG invested (so no pharma, weapons or other ethically questionable investments).

Our Private Medical Insurance is designed to support your health and wellbeing, providing swift access to high quality care whenever you need it most.

Our Medicash plan offers access to specialist consultations, 24/7 Virtual GP and health screenings as well as dental, optical and complementary therapies and access to confidential support via its EAP programme.

Our Mintago platform gives employees access to financial wellbeing advice and support as well as retail discounts and salary‑sacrifice schemes, which cover childcare, cycle to work, gym membership, groceries and mobile/tech purchase.

In addition to our regular annual holiday allowance of 25 days plus bank holidays, we also offer one Wellbeing day to use as needed.

We offer continuous training & professional development opportunities and our team members get to enjoy complimentary nutrition and workout sessions in the office. We support a number of charities, coordinating our fund‑raising initiatives for maximum impact. We hold two social events a year to come together and connect in the meaningfully.

We are an equal‑opportunity employer committed to fostering an inclusive and diverse workplace culture. We embrace varied perspectives and encourage creativity that knows no bounds. While most of our roles are advertised as full‑time, we are open to discussing part‑time set‑up where appropriate.