At a Glance
- Tasks: Deliver exceptional customer experiences for F1 fans and manage enquiries across our ecommerce platform.
- Company: Join wearegrip, a creative studio working with exciting F1 drivers.
- Benefits: Competitive salary, generous leave, remote work options, and personal development budget.
- Other info: Passion for motorsport and proactive problem-solving are key to success in this role.
- Why this job: Be the voice of F1 drivers and shape customer interactions in a fast-paced environment.
- Qualifications: 1-2 years in customer service, ideally in ecommerce or fashion, with strong communication skills.
The predicted salary is between 20800 - 28000 £ per year.
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.
Customer Experience Executive in London employer: wearegrip
At wearegrip, we pride ourselves on being an exceptional employer, offering a vibrant and dynamic work culture in the heart of London. As a Customer Experience Executive, you'll not only engage with passionate F1 fans but also have the opportunity to shape your career within a fast-paced start-up environment that values innovation and personal growth. With competitive benefits, including generous leave policies and support for professional development, we ensure our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at wearegrip. 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 wearegrip 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 Customer Experience 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 wearegrip:Your cover letter is your chance to shine! Tell us why you want to work at wearegrip 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 wearegrip!
How to prepare for a job interview at wearegrip
✨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.
