About ripple⁺
ripple⁺ is one of the UK's leading and fastest-growing wellness brands. We operate across two key categories:
* ripple⁺ inhalables
: A revolutionary approach to nicotine-free inhalation. Our mission is simple: help people step away from nicotine and move toward healthier habits through plant-powered alternatives.
- ripple⁺ home
: A modern home fragrance solution, including incense, reed diffusers, and upcoming scent innovations that transform spaces with clean, high-quality aromas.
ripple⁺ Brand DNA
* Extreme Ownership
: Take full responsibility for every outcome within your control.
- Pursuit of Quality
: How you do anything is how you do everything. Excellence is a habit.
- Purpose
: Be here because you want to be—we are a passionate, long-term-focused team.
- Growth Mindset
: Embrace continuous learning, resilience, and adaptability to thrive.
The Role
We're seeking a Customer Success Intern to help us deliver exceptional experiences to our growing community of ripple⁺ customers. You'll be the first point of contact for our customers across email and social media, ensuring every interaction reflects our brand values of care, quality, and purpose.
This role is perfect for someone looking to gain experience in customer success within a fast-growing consumer wellness brand. You'll learn how to manage customer relationships at scale, use CRM systems effectively, and support a global e-commerce business.
This is a paid opportunity.
Key Responsibilities
Customer Communication
* Respond to customer queries across email and social media channels, incl. Instagram, Facebook and SMS in a timely and professional manner.
* Interact with our community across various platforms and social media comments, ensuring all communication reflects Ripple's tone of voice.
CRM & Ticket Management
* Use our CRM system to track, prioritise, and resolve customer issues. Keep records up to date and ensure tickets are closed with customer satisfaction in mind.
Shopify Support
* Assist customers with order-related inquiries, including tracking, returns, and exchanges.
Feedback & Insights
* Identify common customer concerns and flag recurring issues to the Customer Success Manager and Operations Team.
Administration
* Manage customer data in sheets, tracking interactions and follow-ups to ensure high-quality service is delivered and maintained.
What We're Looking For
* A passion for building a strong brand community through exceptional service
* Previous customer service experience in a fast-paced environment,
is a plus, but not required.
* Experience in e-commerce or Shopify is a plus, but not required.
* Exceptional attention to detail and discipline.
* Strong organisational and communication skills, with a friendly, empathetic and clear approach.
* Comfortable using CRM platforms (Gorgias, Kustomer, Zendesk, or similar)
* Quick, efficient, and able to handle multiple requests at once.
* A proactive problem-solver who enjoys helping people and creating positive experiences.
Report Into
Customer Success Manager