Customer Experience Executive

Placed by Hotsourced – connecting top South African talent with world-class global companies

Our client is a fast-growing UK-based food brand making delicious, nutritionally balanced frozen meals for busy people who want to eat well without the hassle. Customer experience sits at the heart of their brand. It’s a core part of who they are, not a support afterthought.

They are looking for a warm, sharp, and highly efficient Customer Experience Executive to join their team on the front line of customer conversations. This is an exciting opportunity for someone who loves people, communicates brilliantly, and takes real pride in making customers feel genuinely looked after.

Company Description

Our client is a customer-obsessed direct-to-consumer food brand delivering frozen meals and subscriptions to customers across the UK. Their customers care about their food, their deliveries, and their subscriptions, and the brand cares just as much about getting every interaction right.

With a small, supportive, and ambitious team, the company gives people real ownership and impact. As the business scales, you’ll have the chance to help shape how customer experience is done and contribute directly to the brand’s growth.

About The Role

We are looking for an empathetic, organised, and quick-thinking Customer Experience Executive to manage customer conversations across WhatsApp, a helpdesk platform, and the phone.

You’ll answer queries, solve problems, investigate delivery issues, and manage orders and subscriptions, all while keeping internal trackers clean and spotting recurring issues before they become bigger problems.

This role is ideal for someone with at least 3 years of customer support or CX experience, ideally in a start-up, e-commerce, or subscription business.

You don’t need to have used every tool before. What matters most is high emotional intelligence, excellent English, ruthless efficiency, and confidence picking up new systems quickly.

Responsibilities - What you’ll be doing:

• Respond to customer queries via WhatsApp and Gorgias in a friendly, calm, and helpful way.
• Handle inbound phone calls, speaking confidently with customers to resolve issues.
• Manage order, delivery, and subscription questions using Shopify and Skio.
• Investigate delivery issues through the DPD courier portal and communicate outcomes clearly to customers.
• Track and update customer cases accurately using Google Sheets and Notion.
• Spot patterns and recurring themes in customer issues and flag them to the wider team via Slack.
• Keep responses accurate, on brand, and timely, even during busy periods.
• Juggle multiple live conversations and tasks at once without letting quality slip.
• Take full ownership of customer problems until they are resolved.
• Contribute ideas to improve processes and reduce repeat issues as the business scales.

Requirements - What we’re looking for:

We think the right candidate will tick most of the following boxes:

• A minimum of 3 years of experience in customer support, customer experience, or a similar front-line customer-facing role.
• Native-level written and spoken English with a neutral accent, and the confidence to communicate professionally with UK-based customers.
• Experience using Zendesk, Gorgias, or another helpdesk/CRM tool.
• Experience supporting customers across multiple channels, including chat/messaging, email, and phone.
• High emotional intelligence, with a genuinely empathetic and patient approach to customers.
• Ruthless efficiency and strong organisational skills, with the ability to manage multiple conversations at once.
• Excellent attention to detail, keeping systems, trackers, and customer records accurate and up to date.
• A proactive, process-driven approach, with good judgement and the ability to take ownership of problems.
• Strong general computer literacy and the ability to learn new software quickly.
• Calm under pressure and able to prioritise effectively during busy periods.
• Experience working in a start-up or fast-growing business is strongly preferred.

Nice to have:

• Experience in the food, e-commerce, or subscription industry.
• Hands-on experience with Shopify, Skio, or similar subscription management platforms.
• Experience investigating delivery issues with couriers (e.g. DPD).
• Familiarity with Notion, Slack, and Google Sheets.
• Previous experience supporting UK-based customers or businesses.

Work Schedule

As the client is UK-based, you will be required to work UK business hours:

• Sunday to Thursday
• 09:00 AM – 06:00 PM GMT (11:00 AM – 08:00 PM SAST) during UK winter time.
• Fully remote, base