Customer Experience Agent

About Frank Greenfrank green isn't a person, it's a philosophy. We are frank about living green.Our purpose is to stop single-use plastics. So, we create beautifully designed, functional, and innovative sustainable products that fit into your life, that you love to use and reuse, over and over again. Because we want to give people around the world the power and desire to make easy, sustainable change.Your New RoleWe're looking for a Customer Experience Agent to deliver exceptional support to frank green's global community. Sitting within our Customer Experience team, this role is all about ensuring every interaction reflects the quality, values, and care behind our brand.You'll be the first point of contact for our customers across multiple channels from emails and live chat to social media, solving queries with empathy, efficiency, and a solutions-focused mindset. Whether it's tracking down a misdelivered order, answering product questions, or resolving carrier issues, you'll play a key part in turning every customer interaction into a great brand experience.This is a fast-paced role, perfect for someone who thrives in a dynamic environment, loves to problem-solve, and enjoys working across teams to get things done all while championing our mission of sustainability and outstanding service.We're hiring for both permanent full-time and casual roles... find the fit that works for you.Your Day to DayRespond to customer queries across all channels, including email, social media, live chat, and GorgiasResolve and process carrier investigations, refunds, order replacements, and mispick issuesAct as a customer advocate, ensuring every resolution reflects our brand values and commitment to satisfactionIdentify trends in customer feedback and escalate emerging issues to relevant teams including eCommerce, Marketing, and OperationsSupport continuous improvement initiatives within the Customer Experience teamCollaborate cross-functionally to resolve issues and improve customer touchpointsContribute to CX content updates (e.g., FAQs, response templates) to improve response times and consistencyWork closely with the Customer Experience Manager on ad hoc projects and initiativesMaintain detailed records of interactions using our CX tools and systemsShare customer insights that help improve product, service, or operational performanceWhat You Need2+ years' experience in customer experience, preferably in e-commerce or a fast-moving product-based businessA love for customers, a passion for sustainability, and a genuine interest in our productsStrong verbal and written communication skills with the ability to adapt tone across channelsConfident in juggling multiple enquiries, prioritising tasks, and staying calm under pressureCollaborative approach with a solutions-first mindset and attention to detailExperience using Gorgias and Shopify is highly regardedTech-savvy with the ability to pick up new systems and workflows quicklyResilient, empathetic, and proactive when it comes to problem-solvingThe PerksHybrid working environmentGenerous team discount on all frank green productsOpportunities to grow your career in a fast-moving, purpose-led brandDog-friendly officesBirthday leave - take the day off to celebrate you!Generous parental leaveOur CultureAt frank green, we believe diversity makes us better.Our team is creative, pragmatic, and driven by the mindset that "anything is possible." We love what we do, the impact it has, and we bring passion, creativity, and energy into every project. We're always growing, learning, adapting, and having a lot of fun along the way.We're here to do great work, and do it with purpose.Next StepsHit apply to submit your application. Every application we receive is reviewed by a real person — no bots, no algorithms. We aim to get back to every candidate via phone or email within 5 business days of receiving your application.We can't wait to meet you.