Customer Experience Associate - Contract (London, UK)

About Faire

Faire is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favourite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so businesses can grow and local communities can thrive. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement.

About this role:

As a Customer Experience Associate at Faire, you will play a crucial role in empowering entrepreneurs to realise their dreams. In this dynamic position, you will engage directly with our brand and retailer partners, managing a range of experiences to significantly contribute to their business success. While this role requires individuals to have phone support experience, after completing training, you will have the opportunity to be staffed across various support modalities including phone, chat, or email, as per business requirements. This position is pivotal in delivering outstanding customer service across these channels. In this role, you will be employed on a temporary basis for approximately 90 days, subject to the evolving needs of Faire’s team. Successful candidates may be eligible for longer contract terms in the future.

Role Specifications

• Ethernet connection preferred to increase network reliability.
• Home Office: Must be in a quiet, enclosed room with a door - preventing any background noise from disrupting the customer experience when on phones.
• Wifi Speed: Confirmed Wifi Speed of 10Mbps.
• Technical Proficiency: Must possess the technical skills and familiarity with customer support tools necessary to work efficiently in a remote environment, including adherence to Faire’s data privacy and security protocols.
• Self-Management and Flexibility: Strong self-management skills are essential for maintaining productivity in a remote setting. The role also requires flexibility to occasionally adjust hours for collaboration across different time zones.

What you’ll do

• Provide high-quality, real-time support to customers via phone/email/chat, addressing their questions and concerns promptly and effectively.
• Use CRM tools (e.g., Zendesk, Kustomer, Salesforce) to manage customer interactions, ensuring all communications are logged and tracked accurately.
• Work collaboratively with the team to meet and exceed key performance metrics such as response times, customer satisfaction, and issue resolution.
• Participate in regular training and development sessions to continuously improve your skills and stay updated on Faire's products and policies.
• Contribute to a team environment that encourages continuous learning, knowledge sharing, and peer support.

Qualifications

• Experience in customer service, preferably in a phone-based support role.
• Excellent verbal communication skills, with the ability to handle complex interactions professionally and empathetically.
• Proficiency in using CRM and other customer support tools.
• Strong problem-solving skills, with the ability to think quickly and provide effective solutions to customer issues.
• A team player who is adaptable and agile, capable of working in a dynamic, remote environment.
• Alignment with Faire's core values and a genuine passion for supporting and serving our community.

Salary Range UK London: The starting pay for this role is £33,000 per year. This role will also be eligible for benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

Our Hiring Process

• Step 1 – Application Review: Submit Your Application through our Careers page.
• One-Way Video Interview (via Hireflix | ~10 minutes): After applying, you will receive a link to complete a short one-way video interview through Hireflix. You’ll answer 3 questions focused on your interest in Faire and your experience as a Customer Experience Associate. The interview should take approximately 10 minutes to complete. We recommend completing it in a quiet space with a stable internet connection.
• Step 2 - Recruiter Chat (15 minutes): If selected to move forward, you’ll have a 15-minute conversation with a recruiter to discuss next steps and answer any questions you may have.
• Step 3 – Virtual Onsite (1.25 hour)
• Step 4 – Bar Raiser Interview (20 minutes): Meet with a senior leader at Faire who will assess your character and long-term potential through thoughtful, non-technical questions.
• Step 5 – Offer: Time to celebrate!

Hybrid: Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.

Why you’ll love working at Faire

• Move fast: You'll own meaningful problems that serve customers around the globe with the agency to move fast and see your results clearly.
• Equipped to scale: We invest in what matters, including the latest enterprise AI tools, to help you work smarter and get more out of every day.
• Best in class: Our team is full of sharp, kind, and generous colleagues who care about their craft and about helping you grow in yours.
• Real rewards: Competitive pay, equity, and comprehensive benefits designed to support your life inside and outside of work.
• Belonging: We're intentional about building an environment where every Faire employee has equal access to opportunities, growth, and success.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression. Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs.