Customer Support Specialist, Pact Coffee
More information about location
3 days a week in office (London Bridge, UK)
Speciality coffee for businesses and homes
Be an early applicant
Speciality coffee for businesses and homes
21-100 employees
Be an early applicant
More information about location
3 days a week in office (London Bridge, UK)
21-100 employees
Company mission
To make the industry a fairer, more sustainable place.
Role
Who you are
- A genuine passion for speciality coffee; barista or home-brewing experience is a strong plus
- 1-2 years’ experience in customer service, ideally in e-commerce or speciality food & beverage
- Exceptional written and spoken communication skills with an enthusiastic, friendly tone of voice
- High empathy and resilience when dealing with frustrated customers or delivery issues
- Strong problem-solving skills and a proactive approach to resolving product or logistics queries
- Confidence using CRM/helpdesk tools such as Zendesk or Gorgias, and order management systems
- A curiosity and eagerness to keep learning about coffee origins, brewing methods and flavour
What the job involves
- We’re looking for a friendly, customer-obsessed Customer Support Specialist to be a front-line ambassador for our brand and deliver exceptional experiences to our customers
- You’ll be handling customer queries with empathy and efficiency, providing expert advice on beans, brewing, and more, and ensuring every interaction leaves customers feeling supported, heard, and inspired to enjoy better coffee at home
- You will be at the heart of our operation, helping customers with orders, troubleshooting issues, sharing brewing know-how, and championing customer feedback across the business. If you love speciality coffee and enjoy solving problems for people, this role is for you
- Providing exceptional customer service to a range of customers, from at-home consumers to coffee shop owners to office managers
- Becoming an expert on our full coffee range, including origins, processing methods, roast profiles and flavour notes
- Providing practical guidance on home brewing methods (V60, Aeropress, Espresso, Cafetiere and more) to help customers achieve the best cup
- Managing and troubleshooting customer order issues, including deliveries, grind specifications and coffee selections
- Responding promptly and empathetically to customer queries across phone, email, live chat and social channels
- Handling the full order lifecycle, such as placing orders, tracking deliveries and resolving logistics issues with fulfilment partners
- Processing returns, exchanges and refunds in line with company policy, including perishable goods
- Aiming for first-contact resolution wherever possible and escalating recurring or technical issues to relevant teams
- Collecting and documenting customer feedback to help drive product, website and service improvements
Application process
- Application deadline: Sunday, 8th February
Salary benchmarks
Our take
In recent years, there has been a boom in demand for speciality and artisan coffee, with consumers showing interest in where their coffee has come from, tasting notes, and more. Pact Coffee, founded in 2012, has been at the forefront of this revolution, supplying subscription speciality coffee for consumers and businesses alike.
These days consumers want to know that what they are drinking is ethically sourced, as well as have it taste more akin to their local coffee shop’s products. Pact Coffee caters to both of these demands, supplying high-end and sustainable coffee, with a focus on protecting farmers and the environment. There are, of course, numerous other coffee subscription services, but Pact Coffee stands out for its devotion to positively impact the industry through its operations and influence.
Pact Coffee has grown significantly since founding, expanding from the from-home business it began as, and beginning to serve businesses such as hotels and offices. The company’s focus on quality and community building has garnered support and investment that will allow it to continue to expand.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2015
$3m
SERIES A
Aug 2014
$3.4m
SERIES A
Total funding: $9.1m
Company benefits
- Coffee Allowance: £30 a month to spend on your personal supply of magic beans.
- People’s Pension: Save for your future and enjoy a contribution from Pact.
- Unlimited Coaching: Invest in your future with professional coaching from More Happi.
- Hybrid Working & Flexitime: Offering you optimum work / life balance.
- Juno Points: Enjoy £30 a month towards your personal happiness and wellbeing.
- Parental Leave: 12 paid weeks maternity leave 4 paid weeks paternity leave.
- Company Shares: As a reward for helping to build Pact, enjoy generous company shares.
- Cycle to Work Scheme: Opt for an eco-friendlier way to travel around and keep fit while you’re at it.
- Holiday: Get some well-deserved rest with 23 days holiday + 3 extra for Christmas!
- Snacks & of course fresh coffee: Enjoy a variety of snacks with that all important fresh cup of speciality coffee.
Company HQ
Bermondsey, London, UK
Leadership
Stephen Rapoport
(NED)Chief Commercial Officer and Board Director of Riverford Organic Farmers. Former CEO of the company. Previously Vice President, Disruptive Innovation at Unilever.
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