Customer Service Agent

Organisation Summary

At NMN BIO, we’re not just selling supplements—we’re transforming lives, extending vitality, and redefining what it means to thrive. Our products are proudly manufactured in the UK and shipped globally. With ambitious plans for growth over the coming years, this is an exciting time to join our international, remote-working team.

Role Summary

We are committed to providing exceptional, memorable and proactive customer service. Every interaction with our customers needs to be personalised and helpful, going above and beyond for every single one. This role reports to the Operations Manager and tasks include- but are not limited to- the following:

• Deliver exceptional customer service that aligns with our brand values
• Monitor our customer service software closely, responding to all communications in a timely manner and in the brand’s tone of voice
• Efficiently resolve customer queries, aiming for first contact resolution.
• Proactively seek answers using our database of information and other software tools
• Take initiative and maintain a solutions-focused approach to all challenges
• Consistently hit KPI’s set by COO and Operations Manager
• Play a key role in the feedback loop, keeping the team informed about customer issues and queries while suggesting improvements
• Communicate effectively across different channels- email, chat and social media.
• Track customer orders proactively to ensure seamless deliveries worldwide
• Follow a daily task management list and provide daily updates to the Operations Manager
• Manage customer reviews in Judge.me and produce surveys to gain invaluable feedback from repeat customers
• Produce a weekly customer service report and present it to the team.
• Contribute to the improvement of customer service processes
• Take on additional tasks such as inventory tracking, warehouse stock transfers and other responsibilities as needed 
• Take part in streamlining all customer comms- newsletters, promotional activity, feedback surveys by ensuring thorough tracking and effective management in collaboration with the Marketing Manager
• Any additional ad hoc business admin duties as needed 

Working Hours

• We are a global, fully remote team. Our new Customer Service Agent needs to be able to manage their time effectively to ensure availability during UK working hours and outside of these hours when necessary. 
• This role is flexible, we will consider part time or up to full time

Location

• Fully remote

About you

• Flexibility to work within and outside of UK working hours where required
• Startup mindset- versatile and fast paced 
• A keen interest in health and wellbeing, with a desire to learn more about our longevity supplements and scientific research behind them
• Passion for customer engagement
• Fluent in English, with excellent written and spoken communication skills
• Proficient in Microsoft and Google Suite with the ability to quickly learn new software tools.
• Excellent organisational skills and ability to manage your own workflow effectively and independently
• A strong sense of ownership in your role, delivering high performance without the need for micro-management

Why work with us

• Free longevity supplements
• Remote flexibility - work from anywhere 
• Be a big part of a small team in a high growth company
• Competitive monthly rate 

Application Process

• Stage 1- Initial screening call with Ops Manager
• Stage 2- test to assess your working style
• Stage 3- Final interview with COO