Customer Success Champion

JustWears Published: November 25, 2020
All cities in United Kingdom, United Kingdom
Job Type


JustWears is a fast-growing direct to consumer brand on a mission to reinvent men’s basics.

Do you have the following skills, experience and drive to succeed in this role? Find out below:

We’ve taken men’s underwear by the balls using high performance, sustainably-sourced fabrics and ergonomic designs.

After becoming the most backed apparel project in the UK on Kickstarter and appearing on BBC Dragons’ Den, we have shipped over 50,000 pairs of our game-changing underwear to more than 20,000 customers in over 70 countries.

The Opportunity: You would be joining as a Customer Success Champion to ensure that the thousands of people who wear JustWears are supported by our team as well as their balls are supported by our products Connecting with customers, answering their queries and learning how to use technology at scale (Gorgias, Zendesk, Zapier, etc) would be central parts of doing this well.

This is an opportunity for someone who has some customer support experience to move to another level and take a step forward in their career.

You perhaps have worked in a customer facing role before and/or have built more efficient ways of doing things, but you likely won’t have had the opportunity to play such a central role in a team quite yet.

By becoming part of the growing JustWears team at this early stage, you’ll have exposure to many different areas of the business and will have a meaningful impact on the future of our brand.

As a result, it’s important that the right candidate genuinely cares about others and is inherently entrepreneurial (being able to learn and problem-solve on the fly for instance).

In addition, you should have meticulous attention to detail and a positive self-starter attitude.

WHAT YOU'LL DO: Managing day-to-day customer relations & success .

Over time to put in place technology systems to ensure every customer is receiving their parcels in a timely manner as we continue to scale up.

Deliver happiness
- Serve on the front lines for JustWears as a passionate brand representative.

Providing world class customer service by supporting users by phone, email, social media and chat.

Solve queries
- Troubleshoot issues, and find smart and practical solutions to any customer queries.

Help inform others
- help build knowledge based articles and other self help content that allows customers to solve their own issues up front.

Really get to know our customers
- Become an expert on our customer base and share this knowledge with the rest of the team.

Keep an eye out.

- Be on the lookout for trends and patterns in customer communication.

Funnel up any valid/recurring customer feedback to accurately capture the VOC in a timely manner.

Be an advocate Showcase our product (and your knowledge of JustWears) Leverage product knowledge to educate and convert curious customers into satisfied buyers.

ABOUT YOU: Innately entrepreneurial .

You are excited about joining an early-stage company and about working hard to make an impact "Can do" attitude.

You’re biased towards action and you’re happiest when you’re ‘getting stuff done’ Team player .

You delight in your colleagues’ successes and thrive on your failures; you grasp any opportunity for learning and constantly seek to improve.

A good sense of humour and an easy-going yet hard-working attitude is a big plus Organized & Detail Oriented .

An ability to juggle multiple conversations with customers, whilst also tracking trends and data to help improve customer happiness Unwavering positivity.

You’re the face of the company to our customers.

You know how to stay positive, even during times of busyness and stress, when resolving even the most challenging issues Really understanding .

You know what makes the customer tick, or get ticked off.

You’re experienced in dealing with all types and severity levels of customer-related issues.

You ensure each customer walks away delighted Zen-like under stress .

Resilient and calm during stressful times, aka Black Friday You are looking for something more than your bog-standard 9-to-5 Must be eligible to work in the UK.

SKILLS: Comprehensive Excel and Word skills.

Ability to work with data for reporting purposes.

Great communication skills.

You can channel feedback and action items to unite and inform all necessary departments, including marketing, operations and product/design.

Fantastic phone skills.

Your smile and positive attitude are palpable through a phone call, you have experience upselling via phone, you have incredible amounts of patience and you can diffuse even the most irate of customers.

EXPERIENCE: Experience of at least 1-2 years in customer service roles.

You understand how to make a difference and have a rap sheet that shows you can turn regular interactions into memorable experiences.

Have experience with Zendesk, GSuite and/or Shopify Have previous experience scaling a consumer-focused business/startup preferred OUR VALUES: At JustWears, we’re nuts about making great men’s underwear and we have a few simple principles that help us stay on the ball everyday… On the ball — We make one thing – incredible underwear – and we do it better than anyone else.

Hang loose — We love to have fun.

Putting fun at the heart of JustWears helps us create a brand you love.

Always fresh — We never stop learning and improving.

We’re not scared to listen to our customers and change things when we think we can do better.

In your court — We believe in turning our customers into long term partners on a journey into a wonderful, fresh and comfortable future.

Be humble, but hav e balls — That’s why you will always be able to talk to someone at JustWears about your undies and get a personal insight into the processes and decisions we make Compensation / Benefits: Competitive salary A fun, positive, energised start-up culture A steady support of awesome free clothes (menswear yes, but the women in our office have been known to pull it off) Flexible working Regular employee led lunch and learns Play a massive role in a rapidly growing company.


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