TrueStart Coffee
Customer Experience Executive
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Customer Experience Executive
Location: Bristol / Bath (Primarily based from our awesome HQ between Bristol and Bath, with some hybrid flexibility)
Reporting to: Head of Ecommerce (Jonathan Turton)
Salary: £30k - £35k depending on experience + performance bonus + private healthcare + share options + growth opportunity
About TrueStart
TrueStart is the UK’s fastest growing coffee brand, and one of the fastest growing FMCG brands in the country. We're proudly independent and B Corp certified.
TrueStart is all about positive energy! We make seriously delicious, healthy coffee that makes you feel amazing - clean, feel good coffee for busy people who need energy without the crash.
We’re a small team with big energy. Things move quickly, everyone gets stuck in, and we care a lot - about our customers, our coffee, our impact and the way we treat people.
Customer experience really matters to us. We want people to feel brilliant every time they interact with TrueStart, whether they’re buying one pack online or ordering coffee for hundreds of people.
We’re looking for a brilliant, switched on Customer Experience Executive to help us scale that TrueStart magic!
About the Role
You’ll be the heartbeat of TrueStart’s D2C customer relationships - delivering warm, fast and genuinely helpful support that turns customers into loyal fans.
As Customer Service Executive, you’ll own the day-to-day inbox of Gorgias, resolving queries with personality and care, while proactively looking for every opportunity to improve retention and grow customer happiness & value.
In this role, you’ll be a problem solver as well as a brand ambassador in every interaction as the front line of TrueStart’s customer strategy. Whether it’s rescuing a lapsed subscriber, converting a one-off buyer who has a question, amending someone’s order or simply making someone’s day better, you understand that great customer service is a commercial superpower. You bring proven experience, genuine empathy, and the drive to make every customer feel like the most important person in the room.
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Key Responsibilities
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Own the inbox Manage all inbound contacts across Gorgias - email, social DMs, and live chat. Respond promptly, resolve accurately and maintain clean ticket management through automations. Nothing falls through the cracks.
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Retain subscribers Proactively intervene with customers who are cancelling or pausing. Use personalised outreach, tailored offers and genuine relationship building to reduce churn. You’ll know our products inside out and be able to easily and passionately sell their value.
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Convert and upsell Identify natural moments in customer conversations to introduce relevant products, upgrades or bundles. Convert one-off buyers into subscribers. You’ll track and report on revenue generated through service interactions.
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Feed insight back into the business Capture recurring themes, product feedback and friction points and share them with Ecommerce, Brand and Marketing to help us improve. You’ll flag emerging issues early and contribute to better FAQs and self-service resources that reduce repeat enquiries.
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Collaborate across the team Work closely with Ecommerce, Marketing, and 3PL partners to resolve issues and align customer comms with campaigns and promotions. You’ll be the credible internal voice of our customers.
What Success Looks Like
- Customers feel genuinely looked after, not processed. TrueStart’s CSAT and review scores reflect that.
- Subscription churn is measurably lower because of proactive, personalised retention activity.
- The inbox is always under control - response times are fast, tickets are resolved and nothing falls through the cracks.
- You are a trusted, credible voice for the customer inside TrueStart - and your insights shape how we improve.
- Upsell and retention activity generates trackable commercial impact.
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To Thrive in This Role, You Need to Be..
- Genuinely obsessed with the customer - their happiness is your personal metric!
- Warm, personable and a natural communicator - you make people feel heard and valued in every interaction.
- Resilient and someone who loves to find the solution.
- Commercially aware - you understand that great service drives revenue, not just satisfaction scores.
- Organised and consistent - nothing slips, KPIs are hit and the inbox never becomes a backlog.
- Proactive and solution-oriented - we always find the solution (not just apologise).
- Excited to grow - this role has a clear management pathway and you want to own it.
Ideal Experience
- Minimum 1-2 years in a customer service role, ideally within D2C ecommerce, subscription or FMCG.
- Hands on experience with Gorgias or a similar system - ticket management, macros, tagging and reporting.
- Track record of improving customer satisfaction and/or retention metrics.
- Experience with subscription-based products and the nuances of subscriber support is strongly preferred. Shopify and Recharge familiarity is a plus.
Career Progression
For the right person, this role has a clear pathway to Customer Service Manager as TrueStart scales.
Immediate start possible
To apply, please email your CV to divein@truestartcoffee.com and tell us why this role and TrueStart are perfect for you.
We are super excited to hear from you!
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