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!