Customer Service Executive + Office Support

Playing a key role in customer satisfaction and ensuring the smooth running of our London HQ for one of the fastest growing e-commerce companies in the UK. This role is perfect for you if you have customer service experience and are looking for a broader business operations remit.

About Rise & Fall:

We are one of the fastest growing startups in the UK and are soon to launch internationally. We've shipped over 250,000 products, tripling revenue in 2023, and more than doubling again last year.

We offer luxury clothing and homewares, but without the luxury prices. We connect our customers with the best manufacturers in the world so they can buy the highest quality goods straight from the factory floor at prices that are 40-80% less than usual.

We are the antithesis of fast fashion and serious about sustainability and conscious consumption. We are B Corp certified, have removed all hard chemicals from our supply chain and use mostly organic inputs (cottons, linens etc). Last year we donated over £20,000 to homelessness and women's support charities.

We have been on a rocketship trajectory and are hugely ambitious. We're on a mission to become one of the largest luxury goods retailers in the world over the next 10 years, significantly reshaping the industry as we grow.

If you'd like to join us on this wild journey, then read on below and join our incredible team ✌

Requirements

We are looking for a passionate Customer Service Specialist to deliver exceptional support to our customers while also ensuring the smooth running of our London HQ. This dynamic role puts you at the heart of both our customer experience and the day-to-day functioning of our workplace.

You will be the voice of our brand to customers, resolving inquiries and ensuring satisfaction, while also supporting our team with essential administrative functions. Working directly with our E-commerce Lead, you'll help create seamless experiences for both customers and colleagues alike.

This is the perfect role for someone with outstanding communication skills and organisational abilities who wants to develop a diverse skill set across customer service and business operations. You'll gain valuable insights into multiple aspects of our fast-growing business while making a direct impact on customer loyalty and team productivity.

Key Responsibilities:

Customer Service (60%):

• Serve as primary point of contact for customer inquiries via email and social channels
• Process orders, returns, and exchanges with meticulous attention to detail
• Identify and resolve customer issues promptly and professionally
• Gather customer feedback to help improve products and services
• Collaborate with marketing and product teams to ensure customer insights inform business decisions
• Create and maintain customer service documentation and FAQs

• Manage office supplies, equipment, and vendor relationships
• Coordinate team events and travel arrangements
• Support HR functions including new employee onboarding
• Maintain a clean and organised environment that is conducive to creative work
• Help implement and improve office systems and processes

3 Reasons why this role is exceptional:

1. You'll develop comprehensive customer service skills while gaining valuable experience in business operations
2. Your role bridges external customer relationships and internal team support, giving you unique insights across the business
3. As our company continues its rapid growth, you'll have opportunities to specialise in customer experience or business operations, based on your interests and strengths.

Requirements:

• 1-3 years of experience in customer service
• Previous exposure to administrative or office support functions a plus
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities with a genuine desire to help customers
• Organisational skills with the ability to manage multiple priorities
• Experience using CS tools like Gorgias or Zendesk along with with Microsoft Office/Google Workspace and ability to learn new software quickly
• Customer-focused attitude with natural empathy and patience
• Self-motivated with the ability to work both independently and as part of a team

• Competitive salary
• Lovely, bright and spacious office near Portobello Road
• Work alongside a team of ambitious superstars
• Generous Holiday: 25 days + bank holidays (33 total)
• Generous discount on all Rise & Fall product + free product each season
• Lots of fun! Great culture with regular team socials & events