At a Glance
- Tasks: Manage customer queries and ensure top-notch service across all channels.
- Company: Join Humantra, a rapidly growing global wellness brand based in Dubai.
- Benefits: Enjoy 25 days annual leave, your birthday off, and monthly wellness perks.
- Other info: Be part of a dynamic team focused on growth and collaboration.
- Why this job: Make a real impact in customer care while working with a passionate team.
- Qualifications: 3+ years in online customer support and experience with helpdesk platforms.
The predicted salary is between 28350 - 34650 £ per year.
Founded in Dubai only 5 short years ago, and we're already growing internationally.
Humantra is a global wellness brand on a mission to help people achieve optimal hydration and unlock their best daily performance.
We believe hydration is the most overlooked foundation of health, energy, and mental clarity.
Our electrolyte solutions are designed to support modern lifestyles - whether that's training, travelling, working, or simply getting through a busy day.
The Opportunity
You'll be one of the friendly, expert voices behind Humantra, looking after our customers in-house across every channel and every market we sell in.
Working alongside our outsourced support partner, you'll help set the standard for what great Humantra service looks and feels like, and be the person the team turns to when a case needs a more experienced hand.
Day to day, you'll look after your own customer queue, help keep quality high across the wider support team, and own how Humantra shows up across reviews and social media.
Above all, you'll look for the wow moments, the chances to turn an everyday interaction into something a customer remembers, and help us deliver the best CX in the category.
It's a great chance to grow with a small, ambitious team as we scale, and you'll report into our Customer Support Team Lead.
- What you'll own
- Looking After Our Customers
- Manage your own queue of customer queries across email and live chat, from everyday questions to the ones that need a little extra care, such as complaints, refunds and product concerns, within agreed response time and resolution targets.
- Own each case end to end, keeping customers in the loop throughout and bringing in other teams where needed.
- Work hand in hand with our Quality and Regulatory and Finance teams whenever a case needs their expertise, making sure every customer feels looked after from start to finish.
- Process refunds within agreed thresholds, with anything above threshold going for approval.
- Share recurring themes from customer conversations with your Team Lead, so we can fix the root cause and make things easier for customers.
- Quality & Partner Support
- Run regular QA reviews of agents tickets and live chats against our quality standards.
- Give clear, constructive written feedback that helps agents grow and improve.
- Be the go-to person when the partner team needs a senior decision on a case.
- Join calibration sessions to keep scoring fair and consistent.
- AI Tools & Knowledge Management
- Help test and shape our AI powered support tools, flagging responses that are inaccurate or could be more helpful.
- Share feedback that improves quality over time and helps evolve our QA scorecard.
- Keep our knowledge base accurate and up to date, so both our AI and our support partner have the right
- Reviews, Social & Reporting
- Respond to reviews on Trustpilot and Okendo, and reply to comments and DMs across our social channels, bringing the Humantra voice to every reply.
- Flag anything brand sensitive quickly to the right people.
- Track and share QA scores, review response rates and escalated case outcomes to feed into CX reporting.
Skills & behaviours
- Required
- Must have: 3+ years' experience in an online customer support role, handling real customer queries at volume.
- Must have: Hands on experience with a helpdesk platform such as Gorgias, Zendesk or Intercom. Must have: Live chat experience.
- Must have: Experience handling complaints and turning unhappy customers into happy ones.
- Ideal but not essential: DTC or ecommerce background.
- Ideal but not essential: Subscription business experience.
- Ideal but not essential: FMCG or consumer goods background.
- Ideal but not essential: QA or coaching experience within a support environment.
- Ideal but not essential: Exposure to AI assisted or agentic support tools.
- A warm, strong written communicator who genuinely cares about customers and is confident representing a premium brand.
- Organised and able to juggle multiple workstreams without things slipping.
- Takes ownership and sees tasks through without needing to be chased.
- Good judgement, and comfortable making a call when a case isn't straightforward.
- Collaborative, and enjoys being part of a small, close knit team.
- Energised by a lean, fast paced, multi-market environment.
Why Join Humantra?
Joining Humantra means real ownership and impact from day one. It's that simple.
In every role you'll work closely with our lean, high-performing team that values impact, pace, and collaboration.
We're looking for those who never settle for the status-quo to help build the engine to power our next stage of growth.
- Our Hu MANTRA's
- Impact over Ego
- Togetherness
- Radical Ownership
- Proper Conversations
- Wired for Growth
- Monthly wellness perk (gym, supplements, etc.)
• 25 days annual leave + your birthday off!
Senior Customer Care Executive in London employer: Humantra
At Humantra, we pride ourselves on being an exceptional employer that fosters a culture of collaboration, impact, and growth. As a rapidly scaling global wellness brand based in Dubai, we offer our employees meaningful opportunities to shape the future of hydration solutions while enjoying benefits like a monthly wellness perk, generous leave policies, and a commitment to personal and professional development. Join us to be part of a high-performing team where your contributions truly matter and where you can thrive in an environment designed for success.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Care Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Humantra. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Humantra before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Care Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Humantra:Your cover letter is your chance to shine! Tell us why you want to work at Humantra specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Humantra!
How to prepare for a job interview at Humantra
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
