Customer Happiness Executive - Health and Wellness Brand in England

At London Nootropics, our mission is to help people stay balanced and find their flow - with delicious, best-in-class adaptogenic coffee that supports mental clarity, calm and focus. We launched in March 2020 with a vision to make the best-in-class adaptogen extracts accessible and easy to add to our day to help us stay balanced and find our flow. As we grow, we remain committed to delivering not just exceptional products, but also exceptional care and support for every member of our community.

We're looking for a Customer Happiness Executive to join our team and be the voice of London Nootropics across all customer touch points. If you're passionate about helping people, love solving problems, are interested in health and wellbeing, and thrive in a fast-paced environment, we'd love to hear from you.

As our Customer Happiness Executive, you'll be the friendly, knowledgeable voice behind our customer experience - handling day-to-day enquiries with empathy, clarity, and efficiency. You'll help people get the most out of our blends, support them through the buying journey, and play a key part in building brand loyalty. You'll work closely with our Customer Care team and collaborate across operations and marketing - with plenty of opportunity to share ideas, shape customer journeys, and grow with the company.

Your voice and care will shape how our customers experience London Nootropics - from their very first order to the moments they need support the most.

What you'll be doing

• Use Gorgias to handle all customer communications across phone, email, live chat and social channels - delivering timely, thoughtful, and brand-aligned responses.
• Navigate Shopify to access order details, update shipping information, manage cancellations or edits, and monitor fulfilment statuses to resolve queries with care.
• Manage Recharge to support our subscription customers - including pausing or adjusting upcoming orders, updating product selections, and ensuring a smooth renewal experience.
• Become a product expert in our adaptogenic coffee blends, providing accurate, personalised recommendations and guidance based on individual customer needs.
• Provide consistent, high-quality support - whether it's a quick fix or a more complex issue - always reflecting our values of clarity, empathy and excellence.
• Collaborate with the wider team and escalate cases when needed to ensure swift and effective resolutions.
• Log and tag customer queries, spot patterns in feedback, and share insights with the team to help identify recurring issues and improve our internal processes.
• Regularly review and suggest updates to our Help Centre, internal tools and workflows to make the customer journey smoother and more intuitive.
• Flag bugs, fulfilment issues, or website concerns to the relevant teams and help drive operational improvements over time.
• Contribute to our tone of voice and play a key role in building a customer experience that feels warm and personable.
• Be a proactive voice within the team - always looking for ways to elevate our customer experience, contribute to wider CX projects (like subscriptions, loyalty and retention), and make every interaction count.

We'd love to hear from you if you...

• Are a recent graduate with a genuine interest in customer experience, wellness, and startups.
• Are a strong communicator with excellent written English and a naturally warm, clear tone.
• Are eager to learn, take initiative, and thrive in a fast-moving, growing business.
• Are excited to join a close-knit, hard-working team where everyone helps each other.
• Are confident using tech and keen to get to grips with platforms like Gorgias, Shopify, Recharge and Klaviyo.
• Care deeply about helping others, are empathetic and want to make a meaningful impact.

Why join us?

• Be part of a fast-growing, purpose-driven company with big ambitions.
• Work alongside a supportive, motivated team that genuinely cares.
• Hybrid setup after passing probation (we're based in London).
• Your own MacBook.
• Staff discount on our adaptogenic coffee and other wellness products.
• Monthly health and wellness allowance.
• Regular team socials & events.
• Opportunity to shape the future of our customer care and grow your role as we grow the brand.
• Meaningful work - your support will directly impact customer satisfaction, loyalty, and long-term growth.

Join us on our journey to bring adaptogens to the world - with this entry-level position, you'll be part of a driven, positive team with great energy and purpose.