Customer Operations & Office Manager in London

Who We Are

Casa by Josephine Jenno is a young, design-driven homewares brand based in Chelsea, London with a deep appreciation for craftsmanship and artisanal production. We are a small, passionate team, building something we genuinely care about. This is an opportunity to join the company in its formative stages, take ownership, and help shape the future of a brand with big ambition.

The Role

We are looking for an exceptional Customer Operations & Office Manager to own all customer-facing and operational touchpoints across the business. This is a hands-on role. You will be the first point of contact for our customers and fully accountable for ensuring orders are processed accurately, shipped on time, and delivered in perfect condition. Sitting at the intersection of customer service, order management, and logistics, you will have real authority to improve processes and raise the bar on customer experience.

If you are excellent at customer service and ready to step into a role where you help build a best-in-class customer experience from the ground up, this is that next step.

Key Responsibilities

• Customer Experience & Support
  • Act as the first point of contact for all customer interactions across phone, email, live chat, reviews and social media.
  • Handle customer queries, complaints, and issues with confidence, speed, and strong customer empathy.
  • Ensure all customer communications consistently reflect the brand's tone, quality, and values.
  • Represent the brand at in-person events, sample sales, and pop-ups, delivering an outstanding face-to-face experience.
  • Build and develop SOP handbook for all customer interactions.
• Order & Fulfilment Operations
  • Own the end-to-end order process using Shopify and Mintsoft, ensuring customers receive their orders on time and in full.
  • Monitor orders daily and work closely with our 3PL warehouse partner to proactively resolve delays, errors, or delivery issues.
  • Fulfil orders from the office when required, ensuring products are packed and dispatched accurately and on time.
  • Manage returns and exchanges through returns platforms such as Swap or Loop.
  • Ensure both the office and 3PL warehouse are fully stocked with the correct packaging materials.
  • Manage all stock transfers between warehouses.
  • Identify process gaps and recommend improvements to reduce friction and improve the customer journey.
• Office Management
  • Ensure office supplies, equipment, and day-to-day operational needs are consistently maintained.
  • Coordinate logistics for photoshoots, marketing, and PR activity, including ordering and delivering stock or samples to required locations.
  • Support the CEO with office operations and IT coordination to ensure the team has the tools and setup they need to perform effectively.
• Ownership & Growth
  • Take full ownership of customer operations within an early-stage, high-growth business.
  • Help shape, document, and scale customer service and operational processes.
  • Use customer insight and reporting to influence improvements across operations, fulfilment, and product.
  • Grow with the business, with clear scope to take on increased responsibility over time.

About You

As our primary customer-facing brand ambassador, you live and breathe customer experience. You combine strong customer empathy and emotional intelligence with operational discipline and a data-driven mindset. You care deeply about detail, presentation, and quality, and you understand that great customer experience is built through excellent execution behind the scenes as much as front-line interaction.

You will bring:

• 2+ years' experience in customer service or customer operations, ideally within e-commerce or a premium/luxury brand.
• Proven experience handling customer queries across email, phone, live chat, and social media with native level written and spoken English.
• 2+ years' experience managing orders and fulfilment using Shopify and order/warehouse systems (Mintsoft ideal).
• Strong experience with customer support platforms such as Zendesk or Gorgias, and returns platforms such as Swap or Loop.
• Confidence using Excel / Google Sheets to build reports and understand the metrics that drive operational improvement.
• Experience with Inventory Management Systems MS such as Cin7 or Unleashed is highly desirable.
• Calm under pressure, highly organised, and comfortable taking ownership.
• A genuine desire to build something better — not just maintain the status quo.

Why Join Us

• Opportunity to put your mark on an early-stage, high-growth business.
• Immediate ownership and genuine influence over how customer operations are run.
• A role that will grow with you as the company scales.
• The chance to help build a best-in-class customer experience, not just close tickets.
• Hybrid working - Tuesday to Thursday at our office, Monday & Fridays from home.

Salary: £30,000 p.a