Customer Experience Executive

In your full-time role, you will work closely alongside our Fulfilment Manager to deliver an exceptional customer experience across our Formula 1 driver brands. This is a role for someone who genuinely cares about getting things right for the customer. You'll be the first point of contact for fans and shoppers, handling enquiries across our D2C ecommerce operation - from order queries and returns to product advice and brand-specific questions. You'll take ownership of our FAQ, keep our help content sharp and up to date, and play a key role in building the systems and processes that underpin a great customer experience. As you grow into the role, the expectation is for you to bring ideas, improve what we do, and raise the bar on the quality of support we deliver. We're a small team, so it's essential that you're self-motivated, detail-oriented and comfortable working at pace. You'll need to be someone who takes real pride in every interaction - because for many of our customers, this is their direct connection to their favourite driver.

About us: We are wearegrip, a London-based creative studio who work with some of the most exciting drivers in F1. Our goal is to build the most distinctive personal brands in sport that capture the attention of fans, teams, and brands around the world. Working hand-in-hand with each driver, we create and manage their personal brand across social media, branding, marketing, merchandise, content creation, digital, and more. When you join wearegrip, you'll be working at the heart of our multi-skilled, fast-paced start-up and immediately have the opportunity to begin shaping your future within our highly motivated and passionate team.

About you: You have 1–2 years of experience in a customer service role, ideally within ecommerce or fashion. You are based in London and can commute to East London at least 3 times a week. You have hands-on experience with Gorgias or a similar customer service platform. You have a solid understanding of D2C ecommerce operations - from order management to returns and fulfilment queries. You have experience in fashion or apparel and can confidently advise customers on products, sizing and styling. You have excellent written communication skills and can adapt your tone to suit different customers and driver brands. You're calm under pressure, highly organised and take real pride in resolving queries quickly and thoroughly. You have a passion for motorsport and an understanding of what it means to be an F1 fan. You're proactive - you don't wait to be told what needs fixing, you flag it and suggest a solution.

Your responsibilities (but not limited to):

• Handling all inbound customer enquiries across email and other support channels via Gorgias.
• Resolving order issues, returns, refunds and delivery queries in a timely and professional manner.
• Owning and maintaining the FAQ - keeping content accurate, helpful and up to date.
• Using your fashion and product knowledge to advise customers on sizing, product care and recommendations.
• Working closely with the Fulfilment Manager to ensure customer-facing communication reflects what's happening operationally.
• Identifying recurring issues and feeding them back to the wider team to prevent future problems.
• Supporting merchandise and product launch campaigns from a customer service perspective.
• Maintaining a high standard of brand voice and tone in all customer communications.

How we measure success:

• First Response Time - The time from a customer submitting an enquiry to receiving a real, personalised response (excluding automated holding messages). We expect this to be consistently fast.
• Average Handle Time - The time from a ticket being opened to being fully resolved and closed. Efficiency and quality go hand in hand here.
• Total Tickets Resolved - Measured both as a percentage of all open tickets and as an absolute daily quantity. We want to understand capacity and throughput.
• CSAT (Customer Satisfaction Score) - Measured in two ways: an internal satisfaction score based on customer responses, and our external Trustpilot rating. Both matter.

Your skills:

• Proficiency with Gorgias or equivalent helpdesk/ticketing platform.
• Strong written English with an ability to adapt tone across different contexts and driver brands.
• A solid understanding of ecommerce operations, D2C fulfilment and common customer pain points.
• Fashion or apparel knowledge — you can talk confidently about products and help customers make the right choice.
• Excellent attention to detail and a methodical approach to managing a busy inbox.
• Ability to manage your own workload, prioritise effectively and flag issues proactively.

Not essential but always a bonus:

• Previous experience in a motorsport, sports or fan-facing brand environment.
• Experience working on Shopify or a similar ecommerce platform.
• Experience supporting product launches or merchandise drops from a customer service perspective.

Benefits:

• Competitive salary based on experience.
• 20 days of annual leave plus a minimum of 5 days leave over Christmas and New Year.
• 1 extra fully paid day off for your birthday.
• Up to 2 days working from home per week.
• Days in lieu when required to work weekends.
• Additional work from home days available on request.
• Apple MacBook and any relevant software and equipment.
• Budget for personal skills training and development.