Customer Experience Executive

Herfreesoul; City Of London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A wellness company in London seeks a Customer Experience Executive. In this role, you will engage with customers to enhance their journey, manage inquiries, and provide product knowledge. Ideal candidates have 1–2 years of experience in customer service and a passion for women's health. The position offers flexible hours, hybrid working, and a variety of wellness benefits.

Benefits

Flexible working hours

Hybrid model (3 days in office)

Free products delivered monthly

25 days holiday plus bank holidays

Pension plan

Health insurance access

Dog-friendly office

Qualifications

• 1–2 years of experience in a customer service or community role.
• Outstanding written and verbal communication skills.
• Genuine interest in women’s health and wellness.
• Solutions-focused approach to customer queries.
• Exceptional analytical skills to interpret data.

Responsibilities

• Respond to customer enquiries across various platforms.
• Provide expert knowledge on products and benefits.
• Manage order issues and customer complaints effectively.
• Capture customer feedback for improvement.
• Collaborate with teams for a seamless customer journey.

Skills

Customer service skills

Communication skills

Analytical skills

Empathy

Knowledge of women's health

Tools

Gorgias

Zendesk

Shopify

Job description

Overview

CUSTOMER EXPERIENCE EXECUTIVE

Wellbeing for being a woman.

We’re Free Soul - wellbeing for her, however she defines it. Because no two experiences are ever the same, and her path deserves to be as individual as she is. We shine a light on the unfiltered reality of being well - not the industry-standard version, but the honest, everyday pursuit of what makes her feel good.

How do we do it? By creating expertly formulated products with clinically tested ingredients that support every woman’s unique needs.

Working at Free Soul is more than just a job - it’s a purpose. We’re a mission-led team where everyone genuinely cares about the impact we’re making.

We lead with ownership - taking responsibility for our work, our ideas, and the energy we bring. Each person has the freedom and trust to run with bold ideas and be accountable for making them happen.

We show up with respect and kindness - to our teammates, our community, and ourselves. We listen. We celebrate differences. And we create a space where everyone feels seen and valued.

We’re driven by a growth mindset - we stay curious, open to feedback, and committed to learning. Challenges are seen as opportunities, and we never stop evolving - as individuals, as a team, and as a brand.

We own the women’s nutrition space by doing things differently - liberating, not restricting. We celebrate every side of her - the quirks, the flaws, the fierce and the tender. Our brand reflects her real, raw journey and gives her the freedom to show up exactly as she is.

That’s what makes Free Soul a truly special place to work.

Responsibilities

What you’ll be doing

As our Customer Experience Executive, you’ll be the first point of contact for our customers, responding to their queries with empathy, product knowledge, and efficiency across all platforms.

Your mission? To turn everyday interactions into moments of delight and help shape a best-in-class customer journey that reflects our values and deep care for women’s wellbeing.

• Respond to customer enquiries and support requests via email, social media channels, and direct messages (DMs), ensuring timely and accurate responses.
• Provide expert knowledge on our product range, including usage guidance and benefits.
• Manage order issues, returns, and complaints with a solution-oriented mindset ensuring proper follow-up and resolution.
• Capture customer feedback and share insights with internal teams to improve products and experiences.
• Collaborate with marketing, product, and operations teams to ensure a seamless customer journey.
• Support the Customer Experience Manager with maintain and updating help centre articles, FAQs, and internal knowledge base.
• Identify opportunities to surprise and delight customers and turn first-time buyers into brand advocates.

Qualifications

What we’re looking for in you

• 1–2 years of experience in a customer service or community role (ideally within DTC, or wellness)
• Outstanding written and verbal communication skills with strong attention to detail.
• Genuine interest in women’s health, wellness, and customer-centric brand experiences.
• A calm, solutions-focused approach, even when juggling multiple queries.
• Exceptional analytical skills with the ability to interpret data and drive insights.
• Experience working with Customer Experience tools and ticketing systems (e.g. Gorgias, Zendesk, Shopify, Yari Flow).

You’ll thrive here if you’re

• A self-starter who loves taking initiative and ownership
• Curious, commercially aware, and always looking for the “why”
• Positive, energetic, and open to feedback, you see every challenge as a growth opportunity
• Proud of what you do, seeing things through from concept to completion
• Able to embrace challenges, knowing that setbacks aren’t failures, they’re lessons and a chance to gain experience
• Passionate about a purpose driven organisation

Benefits

• Core working hours of 10:00-16:00. We’re all about flexibility when it comes to your hours! Feel free to adjust your schedule to fit your needs
• Hybrid working: 3 days in the office per week
• Work from anywhere for 2 weeks a year
• 25 days holiday as well as bank holidays AND your birthday off!
• Enhanced Family Leave
• Free Soul product pantry - access to a variety of Free Soul products whilst working in the office
• Your monthly Free Soul essentials, delivered to your home - for free!
• 30% friends and family discount
• Dog-friendly office
• Pension plan
• Access to Vitality health insurance
• Monthly team socials, lunch & learns and internal events