About us
Looking for a job with purpose and personality? A place where you actually care about the work you do, and the people you do it with? We might be able to help with that.
We’re thortful, an online greetings card marketplace powered by 6,000+ independent creators, offering brilliantly original cards and sustainably sourced gifts for every occasion. With 85k+ cards in our library, and a wide selection of fun, sustainably sourced gifts, we’re helping people connect in ways previously unheard of by science. (Not scientifically accurate, but you get the idea).
We’re bold, optimistic, and a little bit quirky - and we believe we’ve got an ethos that can change the industry.
Cool, you figure, that’s a nice enough idea. But do we have the practices to prove it–SURPRISE! Our business is sustainable too! Here’s how:
* Paying our creators a market-leading royalty and stimulating them with insights, research, and advice on their creative growth.
* A UK based, print-on-demand model that mitigates the impact of the traditional card industry relying on tonnes of paper from Asia - and our cards are 100% recyclable.
* Reducing our carbon footprint and offsetting our offices with our partner, Ecologi.
* Vegan inks! Yup, that’s a thing!
So the cards are good. And the practices are good. But you’ve probably read enough sugary job descriptions today to wonder if we’re really thortful all the way down.
We’ve got your basic benefits - annual leave, pension, health insurance - but we’ve also built a better work experience for our team to support their professional development. Hybrid working, quarterly work from anywhere weeks, paid career coaching and departmental learning & development budgets are available to all our staff, and we’re only getting better in the interest of a 100% thortful workplace.
Have we won you over? If so, you may just be the Customer Happiness Assistant our team’s been looking for.
About the team
Our Customer Happiness team does just that, they keep our customers happy! We take pride in our approach to customer care, always going the extra mile. The team is responsible for managing all customer communications and queries via different channels.
They really are busy bees, especially during our seasonal occasion peaks, but they make sure our customers don’t know any different and deliver the best service all year round. From responding to tweets, and answering calls, to managing the inbox; the Customer Happiness team helps make the world a more thortful place, one customer interaction at a time.
What you’ll be doing
* Help keep our customers happy across different comms channels (email, phones, chat, whatsapp and social!) - you'll need to be friendly, professional, and be able to take the initiative to solve problems quickly and efficiently
* Support your colleagues on the customer happiness team by advising each other on how to best help customers
* Liaise with our printers and suppliers to manage orders and resolve any issues
* Work closely with our tech team to report problems and suggest fixes
* Share your thoughts and opinions with us; we are always looking to improve as a team and a business, so don’t be afraid to speak up
* Have a desire to learn, grow, and develop an understanding of customer needs
About you
* You are self-motivated, you enjoy working in a start-up environment and thrive in a fast moving environment
* You have fantastic communication skills
* You are empathetic and have the ability to step into a customer’s shoes
* You pay attention to detail, you have a natural ability to think on your feet to solve problems and you are organised
* You have a positive, enthusiastic attitude and a good sense of humour
* You are comfortable managing a range of tasks independently but not afraid to ask for help when needed
* You have a willingness to learn and the ability to adapt quickly across whatever tasks come your way
* You’re passionate about what we do and want to be part of our mission to make the world a more thortful place
The logistical bits
* Hours: 37.5 hours per week. Your hours will be organised in variable 7.5 hour shifts, according to a rota which runs from Monday- Friday and includes bank holidays.
* Paid overtime may be required during busy occasion times.
Some of the thortful perks
* Hybrid working model
* Flexi time
* One work from anywhere week per quarter
* 25 days annual leave plus bank holidays (increasing with length of service)
* Private health insurance with Vitality
* Life Assurance
* Sanctus coaching for personal and professional development
* thortful credits worth £300 per year
* A minimum of 4 learning and development days per year
* Departmental learning and development budget
* Cycle to work scheme and interest free travel loan
* Salary Exchange Pension
* Staff discounts and employee referral scheme
* Regular team socials
* Enhanced parental leave (subject to length of service)
* Birthday wheel of thortune
Excited about this role but worried that you don’t meet all the criteria?
As with our creative marketplace, we’re after voices from all different walks of life who are united by a truly thortful outlook on life.
So if your past experience doesn't perfectly align to the job description, apply anyway! Even if we haven’t considered it, your work history could still be ideal for this role, or maybe suit another elsewhere in our team.
If you might need some adjustments, feel free to reach out to us so we can help you get the most out of your application.