Customer Experience Executive

Role: Customer Experience Executive Location: Remote first role (Stroud) Salary: £28k About Freja Freja is the UK’s leading bone broth brand — sitting between premium ingredients and functional food — with an ecommerce-first model. After four years of rapid growth and a recent investment round, we’re refreshing our brand and building a team to scale. We’re a small team with a flat structure and a “get things done” mentality. Everyone rolls up their sleeves and executes. About the Role We’re looking for an enthusiastic customer services professional to help make Freja a household name through exceptional customer experience . You’ll engage directly with customers, manage online touchpoints, and use insights to improve how people experience and talk about Freja. Key Responsibilities Customer Support & Service Handle customer enquiries and reviews across Website, Amazon and social with thoughtful, prompt responses Work with Ops on order queries and ensure positive resolutions Manage our customer inbox and be a bone broth evangelist to support on all product queries Acknowledge and reply to reviews, maintaining a high online rating Support on retailer, stockist or wholesale enquiries as needed Content & Reputation Keep FAQs, blog and recipe content clear and up to date Manage Trustpilot and monitor other forums for brand reputation Proactively check online listings for accuracy and consistency Support on frontline social comments and customer DMs Insights & Reporting Report on customer enquiries, reviews and recurring questions Share feedback themes with the wider team to help inform product, ops and marketing decisions About You 2 years’ experience in customer service or experience, ideally ecommerce or consumer brand. Skilled communicator with strong writing and people skills. Confident using helpdesk tools and social media. Genuinely interested in health food, nutrition, and Freja’s mission . Proactive, curious, and eager to grow with the company. Right to work and live in the UK . Benefits We are committed to continuous improvements to our team benefits and ways of working The opportunity to play a key role in a growing challenger brand. Competitive salary Remote-first role, 3-4 days per month in the office. Flexible working hours. 25 days holiday plus bank holidays. The tech you need to get the job done. Allocated budget and time off for personal and professional training and development. Plenty of bone broth!

Location: Stroud, UK, GB

Posted Date: 10/20/2025