Senior CX Specialist - Multichannel Support & Growth

Humantra Ltd; Greater London; Remote; GBP 32,000 - 48,000; Full time

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

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.