Community and Customer Ssupport Assistant (Fixed Term Contract)

Role: Community and Customer Support Assistant

Contract: Fixed-term contract: 6 months, with possible extension to be discussed with the successful candidate

Hours: 37.5h, Mon-Fri (flexible working hours)

Salary: £29k pro rata.

Location: Hybrid with 1-2 days/week in our office in Farringdon, London

About Citizens of Soil:

Citizens of Soil is unearthing the world’s finest extra virgin olive oils, those crafted for flavour and nutrition. Led by Sarah Vachon, an olive oil sommelier, they champion a community of independent, regenerative growers who farm in harmony with nature, sourcing exceptional oils for their Club—monthly EVOO through the letterbox—and their bottled range. 

Citizens of Soil, a B Corp™, are turning a commodity into a community, proving that transparency, sustainability, and quality are the real markers of luxury. A show-stopping modern Mediterranean brand bringing people together to savour the good life, through exceptional extra virgin olive oil.

Endorsed by Great Taste and Good Housekeeping, they work with award-winning producers and have garnered a cult following for their Olive Oil Club. Find their olive oil in premium outlets like Selfridges, Fortnum & Mason, Waitrose, Ocado, Booths, Planet Organic, Abel & Cole, and over 150 flavour-forward independents.

See more about how we’re turning a commodity into a community:

citizensofsoil.com

instagram.com/citizensofsoil

As a team, we are ambitious, hard-working, fast movers, and we have exceptionally high standards of both our brand experience and business practices. We are powered by conviction, data, and creative thinking, and we are relentless in our pursuit of a better future for olive oil and the people and places behind it.

About the role: 

We are looking for a Community and Customer Support Assistant to support our Olive Oil Club members' needs and help build an engaged community around our brand and products. Reporting to our Community and Customer Executive, you will be supporting our customer service function across a range of channels. 

This is an exciting opportunity to join our business in the lead-up to and through the festive period to ensure all customer interactions turn into memorable experiences.

The ideal candidate:

• Skilled at building rapport and delivering outstanding customer service.
• Communicates effectively through email, chat tools, phone and in-person with excellent written and verbal English skills.
• Strong accountability and work ethic, and enjoys digging into issues and seeking out solutions.
• Proactive, independent and autonomous, whilst also friendly and collaborative in a small team and with our most valued partners.
• Comfortable picking up and using customer service tools and platforms. Previous experience with Gorgias (or other CRM), Shopify and Meta Business Suite is highly desirable.
• Has a strong sense of accountability and a solid work ethic.
• Has a positive attitude and a tenacious character; things in our business can change quickly, so being comfortable reacting fast to unexpected opportunities and challenges will make this job exciting for you.
• Aligned with the mission and ethics of Citizens of Soil, specifically wanting to progress a mission around turning a commodity into a community to benefit people and planet.
• Fits our team values: has integrity, takes ownership, goes the extra mile, is adaptable, and is in the pursuit of perfection!
• Enjoys working in small, entrepreneurial, start-up environments.
• Loves food & drink (it’s nice to take pleasure in what you do!)
• Has a current right to work and live in the UK.
• Can regularly commute into the central London office (Farringdon).

Your duties will include:

• Responding to and answering queries related to order issues (i.e.order status, delivery issues, and subscription support)
• Responding to and answering questions about the range and olive oils(i.e. some level of specific category and Citizens of Soil product-related knowledge will be needed, but you will be trained on this)—with the caveat that anything more complex the team would of course be here to support.
• Regular sweep of Facebook and Instagram social accounts to respond to comments and answer customer queries.
• Responding to customer reviews and resolving concerns as needed.
• Additional responsibilities could include: occasional storage runs, sending samples, corporate gifting, in-store sampling, and event support.

Diversity & inclusion:

At Citizens of Soil, our vision is for a fairer, more sustainable, and flavourful table. And that starts with our team. We’re cultivating a culture of inclusion because we know we need a diverse team to learn and grow. We embrace your unique contributions and will work to ensure you feel a sense of belonging.

We're an equal opportunity employer. All applicants will be considered for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, or disability status.