Ecommerce Customer Service Assistant, Moth Drinks
2-Month Fixed Term
Salary: £14.00/hour
3 days a week in office (Paddington, London)
Ready-to-drink cocktails
Open for applications
Ready-to-drink cocktails
21-100 employees
Open for applications
Salary: £14.00/hour
3 days a week in office (Paddington, London)
21-100 employees
Company mission
To make the best cocktails in a can - so that special mix can happen anywhere.
Role
Who you are
- You will need to have a passion for problem solving that is driven by helping others and consistently improving customer experience
- Ideally 1 year+ of experience gained from a similar role and environment
- Exceptional communication skills, written and verbal
- Experience with website CMS, ideally Shopify
- Experience with customer service systems such as ReAmaze, Gorgias, Klaviyo
- Team player, able to work with multiple business functions to achieve objectives
What the job involves
- Reporting to: CRM Manager
- Start Date: end of October
- End date: End of December 2025
- Contract type: Fixed term and full time (40 hours/week, over 5 days, including an hour’s paid lunch break each day)
- We’re about to head into a busy Christmas period and are looking for a superstar Ecommerce Customer Service Assistant to work full time between end of October and finishing up around Christmas
- You will be responsible for providing a high level of customer service to all MOTH customers in line with our MOTH values, using a wide variety of channels to resolve customer enquiries as well as maximising sales
- You will also be working closely with our wider team including our 3PL partners
- Provide customer support through a variety of channels including live chat & email
- Resolve customer enquiries in line with MOTH’s brand values and within the expected response and resolution times
- Take ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome
- Amplify the voice of the customer by escalating customer feedback and ideas for improvement
- Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product information to increase customer satisfaction
- Attend weekly departmental meetings and maintain awareness of wider team priorities
- Work with other departments to ensure consistent customer service levels across the company where necessary
- Drive conversions through the engagement of customers, suggestive selling, and sharing product knowledge
Salary benchmarks
Our take
Moth is a rapidly growing brand that specialises in ready-to-drink cocktails. Launched in 2021, the company has quickly captured over 40% of this market in the UK, offering a convenient cocktail experience for those seeking bar-quality drinks without the hassle of mixing them.
The brand is expanding into the US market after successful launches in Massachusetts and Florida, with plans to also open its first US office. Moth's cocktails are already available in over 3,000 UK supermarkets and they sell at a remarkable rate of one can every seven seconds - a success they aim to replicate overseas.
To help achieve this, Moth recently secured substantial funding which supports expansion plans. With annual revenue rising by 200% in 2022 and 150% in 2023, the brand is certainly well-positioned for a future of success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Sep 2024
$6.2m
EARLY VC
Total funding: $6.2m
Company benefits
- Annual leave - Accrual of annual leave (2.25 days per month worked)
- Snacks - Free Breakfasts and an abundance of chocolate covered rice cakes
- Socials - Weekly Cocktail Thursdays, monthly Socials and summer/Christmas Parties
- Free MOTH allowance - Free monthly MOTHs allowance and discount codes for family and friends
Company HQ
Westminster, London, UK
Leadership
Samuel Hunt
(Co-Founder)Graduated from the National Film & Television School with an MA in Digital Effects. Previously they worked as a 3D Generalist at Lexhag and LyonsComms, and also as a Lighting Artist at MPC and Locations Assistant at World Productions.
Rob Wallis
(Co-Founder)Graduated from the University of York with a BA in Music.
Share this job
View 2 more jobs at Moth Drinks