Senior Global CX Specialist

Humantra; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Monthly wellness perk (gym, etc.)

25 days annual leave + birthday off

Job summary

Humantra is seeking an in-house Customer Support specialist to manage a queue of queries across email and live chat, ensuring timely resolutions and high customer satisfaction. You’ll work with our partner teams, QA process, and social channels to uphold the premium Humantra CX as we scale.

You’ll own cases end-to-end, provide feedback for agents, and help evolve our AI tools and knowledge base while thriving in a lean, fast-paced, multi-market environment.

Qualifications

• 3+ years experience in an online customer support role, handling real customer queries at volume.
• Hands-on experience with a helpdesk platform such as Gorgias, Zendesk or Intercom. Live chat experience.
• Experience handling complaints and turning unhappy customers into happy ones.
• Ideal but not essential: DTC or ecommerce background.

Responsibilities

• Manage your own queue of customer queries across email and live chat, within agreed response time and resolution targets.
• Own each case end to end, keeping customers in the loop and involving other teams when needed.
• Work with Quality and Regulatory and Finance teams when their input is required.
• Process refunds within thresholds; requests above threshold go for approval.
• Share recurring themes with the Team Lead to fix root causes and ease future interactions.
• Run QA reviews of agents tickets and live chats against quality standards.
• Provide clear written feedback to help agents improve.
• Be the go-to person for the partner team on complex cases and calibration sessions.
• Respond to reviews on Trustpilot and Okendo and manage social messages.
• Track QA scores, review response rates and escalate outcomes for CX reporting.

Skills

Customer support

Written communication

Ownership & accountability

Multi-market collaboration

organisational skills

Tools

Gorgias

Zendesk

Intercom

Job description

Humantra is seeking an in-house Customer Support specialist to manage a queue of queries across email and live chat, ensuring timely resolutions and high customer satisfaction. You’ll work with our partner teams, QA process, and social channels to uphold the premium Humantra CX as we scale.

You’ll own cases end-to-end, provide feedback for agents, and help evolve our AI tools and knowledge base while thriving in a lean, fast-paced, multi-market environment.