Senior Customer Care Executive

Humantra

Greater London

Remote

GBP 32,000 - 48,000

Full time

5 days ago

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Benefits offered by this job

Premium private healthcare insurance

Monthly wellness perk

25 days annual leave + birthday off

Work from Anywhere

Job summary

Humantra is seeking a customer support professional to manage a multi-channel queue across email and live chat, delivering high-quality responses and timely resolutions. You will own cases end to end, coordinate with QA and finance, and help elevate our brand through thoughtful, customer-first interactions.

You will join a small, ambitious team, scale with us, and report into the Customer Support Team Lead. Premium benefits and a flexible, multi-market role await.

Qualifications

Must have 3+ years in an online customer support role with real customer queries at volume.
Hands-on experience with helpdesk platforms (Gorgias, Zendesk, Intercom) and live chat.
Proven ability to handle complaints and turn unhappy customers into happy ones.
Nice-to-have: experience in DTC/ecommerce, subscriptions, or FMCG.
QA or coaching within a support environment is a plus.

Responsibilities

Manage your own queue of customer queries across email and live chat within agreed response times.
Own each case end-to-end, keeping customers informed and escalating when needed.
Collaborate with Quality, Regulatory and Finance teams to resolve complex cases.
Process refunds within thresholds; escalate above threshold for approval.
Share recurring themes with the Team Lead to fix root causes and improve CX.
Support reviews, social replies, and CX reporting to reflect brand voice.

Skills

Live chat experience

Complaint handling

Strong written communication

Customer service experience

Tools

Gorgias

Zendesk

Intercom

Job description

About Us

Founded in Dubai only 5 short years ago, and we're already growing internationally.

Humantra is a global wellness brand on a mission to help people achieve optimal hydration and unlock their best daily performance.

We believe hydration is the most overlooked foundation of health, energy, and mental clarity. Our electrolyte solutions are designed to support modern lifestyles - whether that's training, travelling, working, or simply getting through a busy day.

The Opportunity

You'll be one of the friendly, expert voices behind Humantra, looking after our customers in-house across every channel and every market we sell in. Working alongside our outsourced support partner, you'll help set the standard for what great Humantra service looks and feels like, and be the person the team turns to when a case needs a more experienced hand. Day to day, you'll look after your own customer queue, help keep quality high across the wider support team, and own how Humantra shows up across reviews and social media. Above all, you'll look for the wow moments, the chances to turn an everyday interaction into something a customer remembers, and help us deliver the best CX in the category. It's a great chance to grow with a small, ambitious team as we scale, and you'll report into our Customer Support Team Lead.

What you'll own

Looking After Our Customers

Manage your own queue of customer queries across email and live chat, from everyday questions to the ones that need a little extra care, such as complaints, refunds and product concerns, within agreed response time and resolution targets.
Own each case end to end, keeping customers in the loop throughout and bringing in other teams where needed.
Work hand in hand with our Quality and Regulatory and Finance teams whenever a case needs their expertise, making sure every customer feels looked after from start to finish.
Process refunds within agreed thresholds, with anything above threshold going for approval.
Share recurring themes from customer conversations with your Team Lead, so we can fix the root cause and make things easier for customers.

Quality & Partner Support

Run regular QA reviews of agents tickets and live chats against our quality standards.
Give clear, constructive written feedback that helps agents grow and improve.
Be the go-to person when the partner team needs a senior decision on a case.
Join calibration sessions to keep scoring fair and consistent.

AI Tools & Knowledge Management

Help test and shape our AI powered support tools, flagging responses that are inaccurate or could be more helpful.
Share feedback that improves quality over time and helps evolve our QA scorecard.
Keep our knowledge base accurate and up to date, so both our AI and our support partner have the right

Reviews, Social & Reporting

Respond to reviews on Trustpilot and Okendo, and reply to comments and DMs across our social channels, bringing the Humantra voice to every reply.
Flag anything brand sensitive quickly to the right people.
Track and share QA scores, review response rates and escalated case outcomes to feed into CX reporting.

Skills & behaviours

Required

Must have: 3+ years' experience in an online customer support role, handling real customer queries at volume.
Must have: Hands on experience with a helpdesk platform such as Gorgias, Zendesk or Intercom. Must have: Live chat experience.
Must have: Experience handling complaints and turning unhappy customers into happy ones.
Ideal but not essential: DTC or ecommerce background.
Ideal but not essential: Subscription business experience.
Ideal but not essential: FMCG or consumer goods background.
Ideal but not essential: QA or coaching experience within a support environment.
Ideal but not essential: Exposure to AI assisted or agentic support tools.
A warm, strong written communicator who genuinely cares about customers and is confident representing a premium brand.
Organised and able to juggle multiple workstreams without things slipping.
Takes ownership and sees tasks through without needing to be chased.
Good judgement, and comfortable making a call when a case isn't straightforward.
Collaborative, and enjoys being part of a small, close knit team.
Energised by a lean, fast paced, multi-market environment.

Why Join Humantra?

Joining Humantra means real ownership and impact from day one. It's that simple.

In every role you'll work closely with our lean, high-performing team that values impact, pace, and collaboration. We're looking for those who never settle for the status-quo to help build the engine to power our next stage of growth.

Our HuMANTRA's