Aftercare Executive in City of London

A Bit About Us: Sons are a digital health subscription business focusing on the treatment of hair loss for men. The problem we are trying to solve is that two thirds of men don’t seek treatment for areas of mild conditions. We want to bring men’s health and well-being into the 21st Century. Less stigma, clearer information, more convenience, better results.

Sons is a team of physicians, pharmacists, scientists, technologists, business consultants and marketeers, who are building a company where men’s health and well-being is talked about and treated with open optimism. Via our telehealth online platform and cloud pharmacy, we help men make informed decisions about health issues they often don’t talk about - and deliver clinically proven, safe and reasonably priced products to their doors. Our mission is to make each new generation of sons healthier and happier than the last. Our vision is to be a global brand that leads the conversation and change in treatments of men’s health. Having already treated over 300,000 men in the UK we are now setting our sights on European expansion.

About the role: Sons is seeking an Aftercare Executive to join our fast-growing customer base and team. We are searching for an outgoing, hardworking, all-around great communicator who cares passionately about the experience that our customers receive. You will be joining a driven and high performing team, engaging with our customers on a daily basis to resolve all operational and physical product queries. You will be the primary point of contact for all live customer interactions. As a key contributor, you’ll play an essential role in shaping our processes and developing effective solutions. You’ll be empowered to influence our customer journey, proactively finding innovative ways to make our customers’ lives easier, happier, and healthier.

What we want you to do:

• Deliver outstanding customer service with empathy and professionalism at all times
• Efficiently handle large volumes of incoming communications via Zendesk, including Email, Live Chat, Marketplaces, and Phone.
• Ensure all queries are addressed within agreed SLA and KPI deadlines
• Prioritise urgent matters and resolve both operational and product-related queries promptly
• Utilise internal systems effectively to assist customers and troubleshoot issues competently
• Monitor ticket patterns, highlight anomalies, and share valuable customer insights
• Provide support to the Pharmacy team by managing patient-related enquiries
• Work closely with Operations, Medical, and Product teams to address escalations and intricate challenges
• Keep accurate records of customer interactions and contribute to service performance tracking
• Offer feedback to help shape business strategy and enhance customer success metrics
• Show initiative, escalate issues when necessary, and actively foster a positive team environment
• Demonstrate flexibility by completing tasks outside your usual remit when required
• Drive customer retention and reactivation through dedicated aftercare support
• Contribute to shaping our brand voice and creating joyful experiences for our customers
• Use initiative to ensure the best and fastest resolutions are offered to each customer

A bit about you:

• Non negotiables
• Fluent in German
• A passion for problem solving and finding resolutions independently
• 1 or 2 years experience in a customer/client facing role
• Reasonable numerical reasoning skills
• Exceptional communication skills, both spoken and written
• You can work autonomously to a very high standard, and also thrive as part of a team
• Eager to learn and improve, with a can-do attitude
• Able to use initiative and prioritise tasks
• Genuine, honest, reliable and adaptable
• Nice to have
• Ability to work with excel would be preferable but is not essential

What we offer:

• 26 days holiday (plus bank holidays throughout the year)
• Salary Sacrifice Pension (includes both employer and employee contributions)
• Flexible working environment (3 days a week in office)
• Work from anywhere policy
• Flexy working hours policy
• Cycle/Bike to Work Scheme
• Private Medical Insurance via Vitality (at discounted rate)
• Free access to Aviva Digicare services
• Free access to ‘M intago’
• Discounts to Sons products for you, your family and friends
• Regular team socials and yearly offsite