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!