OOH Customer Experience & Community Executive

ABOUT TRIPNamed as the “Glossier of CBD'' by DAZED, loved by Vogue for the “chic, millennial” branding &endorsed by investor Maria Raga, Depop CEO: “having built a cult of loyal fans...TRIP is set tobecome a global leader in next generation wellness.” TRIP’s mission is to share calm in theeveryday chaos – crafting delicious CBD experiences that help you feel less stressed, moreproductive and more you. Since launch TRIP has built a cult following online, with extremelyfast-growing direct-to consumer sales, and is already stocked in over 20,000 stores.We’re looking for someone to join our brilliant customer experience team, with a passion for themission and helping to grow the TRIP community! That means helping people find calm in the chaos,building connections with consumers and creating amazing customer experiences. This role will beworking outside of the typical 9am-5pm to allow TRIP’s customer service to be the best in theindustry️THE ROLE● Build the TRIP community - you’ll be part of the strategy and execution to ensure TRIPcontinues to deliver a best in class, market leading customer experience.● Support TRIP customers across a wide range of channels (SMS, Instagram, email, productreviews), using the TRIP TOV bible, whilst ensuring business targets and KPIs are met.● Go above and beyond for customers by being available outside of typical business hours● Support the Ops team by communicating with external (logistics and courier) partners toresolve customer issues.● Support the Brand and Growth teams to improve pre- and post-purchase experience.● Collate valuable customer feedback and insights to drive improvements to businessoperations and strategy.YOU ARE:● Optimistic and outgoing person with a positive outlook and desire to help people, who enjoyscommunicating with different people all day, every day● Experience in a customer focussed role or transferrable skills● Calm under pressure, adaptable to change and able to learn new processes or tools quickly● Able to handle challenging conversations and leave people feeling good about theirexperience even if there have been issues● You are flexible to work outside of a typical 9am-5pm schedule, the hours for this role are asfollows:○ Monday: 12.30pm-8.30pm○ Tuesday, Wednesday, Thursday: 2.30pm-8.30pm○ Friday: Day off○ Saturday, Sunday: 3 hours each day, when you choose to do this is up to you!● A self-starter who is super organised, happy to manage projects on your own and keen togrow within a dynamic team that is taking the UK, French and USA markets by storm!● Looking to take a TRIP to happy days ️The Package:● A lovely, bright, and spacious office 1 minute from Notting Hill Gate station, surrounded byTRIP pastel-coloured houses. We have a flexible working policy, with most people enjoyingthe office three or four days a week. As the hours for this role are afternoons and weekends,you would only be required to be in office once a week however are welcome to come in asmuch as you’d like to enjoy the TRIP office vibes● Competitive salary DOE● Performance-based bonus● Free or subsidised counselling and mental health services (detailed during induction)● Free membership to the Calm Wellness app● 24-day holiday allowance, plus one community day in lieu and your birthday as annual leave● As part of this role, you will be required to work on Bank Holidays and then can take the dayback in lieu● At least one team social event per month● TRIP welcome care package● Dog Friendly office● Working from abroad policy: 2 weeks per year in a maximum of 2 blocks● Sabbatical: After 2 years of service, a 6-week sabbatical is available● Pension plan: 3% from the employer & 5% from the employee● High-performing, wellness-focused working culture and environment● 1 Community Day (taken whenever to undertake charitable volunteering of choice
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