Customer Support & Supply Chain Lead Remote role (UK preferred) About Loka Loka is building an innovation and design-led product brand rooted in South Asian culture and engineered for the modern global kitchen. We're starting with chai, drunk by billions around the world yet ripe for disruption. Loka makes the Chai Maker - a beautifully engineered stovetop brewer that lets you make proper, authentic chai at home without the mess. We launched a year ago from a Kickstarter campaign, we're already profitable, and we're growing fast. Now we need our first hands on Ops expert. This is an early role at an early company. If you want a big team, a clear playbook, and a defined lane-this probably isn't for you. But if you want to work directly alongside founders, shape something from the ground up, and actually talk to the people who love what you're building every single day, keep reading The story behind it Loka was founded by two university friends, Anish and Nik, both British South Asian, both obsessed with chai. When Anish was diagnosed with cancer, the chai ritual became an even deeper source of comfort connection between friends during a very difficult moment. But mess it created from boiling over was a constant frustration. So they set about fixing that. Years of R&D later, they built something people genuinely love. The reviews speak for themselves. One of our founders also co-founded Mixcloud and runs a hip-hop magazine. This is not a boring kitchen brand. We're working towards B Corp certification because we mean it, not because it looks good. We’re an ambitious early-stage company growing quickly - reimagining ritual with cultural depth, thoughtful storytelling and commercial intelligence. We care deeply about craft, culture and content - yet we move with data, performance and speed. We’re building a team and culture that can operate in both worlds. Our global, multicultural team is united by a shared passion for innovation, design, culture — and of course chai. The opportunity This is a hands-on, varied role for someone who enjoys solving problems, improving systems, and learning how a modern e-commerce business runs end to end. You will be the day-to-day owner of customer experience, working closely with our Head of Operations & Supply Chain, and partnering with third-party teams across customer support, freight, and warehousing. Over time, this role has clear growth potential into an operations leadership track, as you help us build stronger internal CX processes and scalable operating systems. This isn't a role at an established tech company or a heritage homewares brand, things move fast and your role (and career) could go in multiple directions. If you thrive in ambiguity, love variety and are excited to be part of the adventure, then this may be for you. What you will do Customer experience Support customers with their queries on email, web chat, social DMs, and review platforms (including Amazon), handling both pre-purchase questions and post-purchase issues. Identify opportunities to automate repetitive operations and allow us to scale our support without increasing headcount linearly Own our tone of voice and help centre assets (knowledge base, macros, workflows), keeping them clear, consistent, and on-brand. Manage and improve the quality of support: ticket allocation, QC, coaching feedback, and escalation handling. Take on complex or sensitive cases and turn difficult moments into great customer outcomes. Spot patterns in feedback and proactively share practical insights with the team to improve products, comms, and operations. Operations & supply chain support Coordinate day-to-day operational issue resolution for orders, working with our remote CS team, 3PL, and other vendors, escalating where needed. Create and manage freight bookings with our logistics partners, ensuring information is accurate and timelines are clear. Support ongoing improvements to our operational playbooks and documentation so we can scale without chaos. Coordinate with manufacturing partners and intermediaries, aligning packaging, components and production timelines in line with forecast volumes Systems & automation Support the rollout of AI-enabled support tools and automation, with a focus on improving speed, quality, and consistency. Who we are looking for We are looking for someone who combines customer empathy, strong written communication, and analytical thinking. You are organised, calm under pressure, and enjoy bringing order to messy problems. You likely have: 2–4 years of experience in frontline customer support and/or operations, ideally in an e-commerce or DTC brand. Experience using support tools such as Gorgias, Zendesk, Freshdesk, or Intercom (or the ability to learn quickly). Strong written English and a good instinct for tone. A systems mindset: you do not just fix issues, you look for the repeatable improvement. Aspirations to grow into a more senior operations role Nice to have: Experience working with 3PLs, freight partners, or operational workflows in e-commerce. Culture & Benefits We offer competitive base pay, a company bonus scheme and stock options. Work-Life Balance: generous paid time off (PTO), remote/hybrid work flexibility, and progressive paid parental leave. Our founders care deeply about growth and development; we will strive to invest in you so you grow through your role at Loka Unlimited chai (of course) Working model Loka is remote-first, with team members around the world. The Head of Operations & Supply Chain is UK-based, and we expect this role to be UK-based as well.