Customer Care

The Seam; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Bonus scheme

Equity

Job summary

The Seam is seeking a Head of Operations in London to oversee customer experience across the repair journey. You will coordinate with the Maker network, respond to queries, and ensure a smooth service delivery reflecting our quality standards.

You will work closely with the operations team in a hybrid setup, improving customer satisfaction and identifying opportunities for process improvements. Equity is part of the compensation.

Qualifications

• 2+ years experience in customer service or support.
• Organisational and time management skills.
• Proactive and solution-focused mindset.
• Confident using customer support platforms and digital tools.
• Experience in a startup or fast-paced environment.
• Interest in fashion, clothing care or sustainability.
• Experience with Zendesk or Intercom.

Responsibilities

• Respond to customer enquiries via email and other support channels.
• Provide clear, helpful guidance on repair and alteration services.
• Resolve issues quickly and professionally.
• Monitor and support customer orders throughout the repair process.
• Communicate updates and manage turnaround times.
• Work with the operations team to resolve service issues.
• Maintain records and customer communication logs.
• Support the team during periods of high demand.

Skills

Customer service

Problem solving

Organisational skills

Startup experience

Digital tools proficiency

Tools

Zendesk

Intercom

Job description

Location: London (Hybrid)
Salary: Competitive base salary + bonus scheme + equity
Reporting to: Head of Operations

Summary

About The Seam

The Seam is building the infrastructure for care & repair in fashion.

Through our platform, customers book repairs and alterations delivered by a distributed network of Makers across the UK. We partner with leading retailers including adidas, H&M Group and Primark to embed repair services directly into the customer journey — reducing returns, improving fit and extending the life of clothing.

Founded in London, The Seam is entering its next stage of growth and we are now looking for a Head of Operations to help scale the business.

The Role

This role sits at the heart of the customer experience at The Seam.

You will be responsible for supporting customers throughout their repair journey — answering queries, resolving issues and ensuring every interaction reflects our commitment to quality and care.

Working closely with the operations team and our Maker network, you will help ensure services run smoothly and customers feel supported at every stage.

Key Responsibilities

Customer Support

• Respond to customer enquiries via email and other support channels
• Provide clear, helpful guidance on repair and alteration services
• Resolve issues quickly and professionally

Booking Management

• Monitor and support customer orders throughout the repair process
• Communicate updates and manage expectations around turnaround times
• Work closely with the operations team to resolve service issues

Customer Experience

• Ensure every interaction reflects The Seam’s brand values and tone of voice
• Identify recurring customer issues and flag opportunities for improvement
• Support the team in maintaining a high standard of customer satisfaction

Operational Support

• Assist with internal processes related to customer orders
• Help maintain accurate records and customer communication logs
• Support the operations team during periods of high demand

What Success Looks Like

Within the first 6–12 months you will have:

• Built strong knowledge of The Seam’s services and processes
• Developed confidence in managing customer enquiries independently
• Contributed to high customer satisfaction and positive feedback
• Helped identify improvements to the customer experience

About You

You enjoy helping people and solving problems.

You are organised, calm under pressure and comfortable working in a fast-moving startup environment.

You care about delivering excellent service and take pride in making sure customers feel supported.

You likely have:

• Around 2+ years experience in customer service or support
• Good organisational and time management skills
• A proactive and solution-focused mindset
• Confidence using digital tools and customer support platforms
• Experience working in a startup or fast-paced environment
• Interest in fashion, clothing care or sustainability
• Experience with customer service platforms such as Zendesk or Intercom

Why Join The Seam

Y ou will be part of a small and ambitious team building a new category in fashion.

This is an opportunity to develop your skills in a growing startup while helping deliver a service that keeps clothes in use for longer.

Compensation

Opportunity for growth: As the company scales