At a Glance
- Tasks: Lead customer experience initiatives and enhance support systems for a thriving wellness brand.
- Company: Join DIRTEA, a fast-growing functional wellness brand on a mission to elevate everyday health.
- Benefits: Enjoy a competitive salary, hybrid working, 25 days holiday, and private health insurance.
- Other info: Dynamic team culture with regular socials and opportunities for personal growth.
- Why this job: Make a real impact by shaping customer experiences and driving brand loyalty.
- Qualifications: 3+ years in customer experience, strong analytical skills, and familiarity with Zendesk and Shopify.
The predicted salary is between 50000 - 65000 € per year.
DIRTEA is one of the fastest-growing functional wellness brands in the UK - on a mission to help people feel extraordinary every day. Born from a belief that ancient mushroom wisdom and modern nutrition science belong together, we craft premium mushroom blends and supplements that are as delicious as they are effective. We move fast, we think big, and we genuinely care about our customers, our ingredients, and each other. Our team is a group of passionate, curious people who hold themselves to a high standard and love what they build. If you thrive in a high-growth environment, want real ownership of your work, and believe that great customer experience is a competitive advantage, you'll feel right at home here. This is a rare opportunity to join a brand at an inflection point - we're scaling rapidly across DTC, retail, and international markets, and CX is at the heart of how we grow with integrity.
The Role
As CX Lead, reporting into Head of CX, you will own the end-to-end customer experience at DIRTEA - from first contact through to long-term retention. You'll be the voice of the customer internally, translating frontline insights into product, marketing, and operational improvements. You'll lead our support infrastructure across Zendesk, manage our AI agent and automation strategy, and work closely with our subscription platform (Skio) to reduce churn and deepen loyalty. This isn't just a support role. You'll shape strategy, build systems, and advocate relentlessly for DIRTEA customers.
Key Responsibilities
- Customer Support and Service Delivery
- Manage all inbound customer support channels via Zendesk, ensuring fast, empathetic, and on-brand responses across email, chat, and social.
- Develop, maintain, and continuously improve Zendesk macros, triggers, automations, and views to maximise team efficiency and consistency.
- Set, track, and improve against SLA and CSAT & Trust Pilot targets.
- Manage and triage high-complexity or escalated tickets, acting as a final point of resolution.
- Build and maintain a comprehensive help centre and self-service knowledge base to deflect common queries.
- AI Agent & Automation
- Own DIRTEA's AI-powered support agent - configuring, training, and iterating on responses to handle routine enquiries at scale.
- Identify automation opportunities across the customer journey to reduce manual ticket volume without sacrificing customer experience quality.
- Stay ahead of AI support tooling developments and bring informed recommendations to the team.
- Balance automation with human touch - knowing when technology should step back.
- Retention & Subscription Management
- Partner closely with the Skio subscription platform to reduce churn, improve skip/pause/cancel flows, and increase subscriber lifetime value.
- Develop and execute proactive retention campaigns - identifying at-risk subscribers and deploying targeted win-back and save strategies.
- Work with the marketing and product teams to improve subscription onboarding, packaging communications, and loyalty touchpoints.
- Monitor subscription metrics (churn rate, pause rate, LTV) and own a roadmap of CX-driven improvements.
- Shopify & Order Operations
- Serve as the CX point of contact for Shopify - managing order queries, refunds, replacements, and fulfilment issues in coordination with ops and logistics partners.
- Identify recurring Shopify-side issues (checkout friction, failed payments, delivery failures) and drive cross-functional resolution.
- Maintain a clear escalation path between CX, ops, and technical teams for platform-related customer issues.
- Customer Insights & Voice of Customer
- Synthesise customer feedback from Zendesk, Skio, post-purchase surveys, reviews, and social into actionable insights.
- Produce regular Voice of Customer reports for the leadership team, surfacing trends, recurring pain points, and growth opportunities.
- Act as the internal champion for the customer - influencing product development, marketing messaging, and operational decisions with data-driven insight.
- Collaborate with the marketing team on review collection, UGC, and NPS programmes.
What We’re Looking For
- 3+ years in a CX, customer support, or retention role - ideally within a DTC e-commerce or consumer brand.
- Proven Zendesk (or similar) administration experience (workflows, automations, reporting, CSAT).
- Hands-on familiarity with Shopify - order management, refunds, and customer account operations.
- Experience with a subscription platform (Skio, Recharge, or similar) and a track record of improving retention metrics.
- Strong analytical skills - comfortable pulling data, spotting trends, and presenting insights clearly.
- Exceptional written communication - you write with warmth, clarity, and brand voice.
What’s on offer
- Competitive salary, benchmarked to your experience and the market.
- Hybrid working - 3 days in our London HQ.
- 25 days holiday + bank holidays.
- Private health insurance.
- Contributory pension.
- Complimentary breakfast & fruit + afternoon snacks.
- Hot drinks and DIRTEA product provided all day.
- Location - 5 minutes from local tube station & shopping centre.
- Socials - Christmas party and regular optional team gatherings.
Customer Experience Lead in London employer: DIRTEA
DIRTEA is an exceptional employer that fosters a vibrant and inclusive work culture, where passionate individuals are empowered to take ownership of their roles. With a commitment to employee growth, DIRTEA offers competitive salaries, hybrid working arrangements, and generous benefits including private health insurance and a contributory pension. Located just minutes from a tube station in London, the company promotes a healthy work-life balance with regular team socials and a focus on well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching DIRTEA's products and values. Show genuine enthusiasm for their mission and be ready to discuss how your experience aligns with their customer-centric approach.
✨Tip Number 3
Practice your responses to common interview questions, especially around customer experience and retention strategies. We want to see how you think on your feet and how you can advocate for customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the DIRTEA team.
We think you need these skills to ace Customer Experience Lead in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience shine through! We want to see that you genuinely care about making customers feel extraordinary, just like we do at DIRTEA.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in CX and e-commerce. Use examples that demonstrate how you've improved customer support or retention in previous roles – this will really grab our attention!
Be Clear and Concise:We appreciate great communication, so keep your writing clear and to the point. Avoid jargon and make sure your personality comes through – we want to get a sense of who you are beyond your qualifications.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team at DIRTEA.
How to prepare for a job interview at DIRTEA
✨Know Your Customer Experience
Before the interview, dive deep into DIRTEA's customer experience philosophy. Understand their approach to customer support and how they leverage tools like Zendesk and Skio. Be ready to discuss how you can enhance their customer journey and share examples from your past experiences.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical prowess by discussing specific metrics you've improved in previous roles. Bring data-driven examples of how you've reduced churn or enhanced customer satisfaction. This will show that you can contribute to DIRTEA's growth with solid insights.
✨Emphasise Your Passion for Wellness
Since DIRTEA is all about functional wellness, express your enthusiasm for health and nutrition. Share any personal experiences or knowledge about mushrooms and their benefits. This connection can help you resonate with the team and show that you align with their mission.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills in customer support situations. Think of examples where you've handled escalated tickets or implemented automation strategies. Practising these scenarios will help you articulate your thought process clearly during the interview.
