About Hunter & Gather

Hunter & Gather are a multi award-winning, ancestrally inspired lifestyle brand.

We believe the conventional modern lifestyle is failing people. With poor mental health and chronic illness touching almost every household, it’s clear - it doesn’t have to be this way.

That’s where we come in.

At Hunter & Gather, we fuse ancestral wisdom with modern science to empower people to thrive. From real food and supplements - always free from refined sugar, grains, and inflammatory seed oils - to a warm, welcoming tribe and a wealth of accessible education, everything we do is designed to help people reclaim their health, one informed choice at a time.

The business is in an exciting phase of development with growth across the team, product range, sales channels and territories. There is continued ambitious yet disciplined growth forecast with plans to scale to £50m+ revenue within the next 3 years, having achieved a 2-year CAGR of 76% since 2023.

Reporting to: Customer Experience Manager

Department: Customer Experience

Key details

• This is a full-time position (37.5 hours per week), with weekend availability preferable. We are open to part-time applicants who may be able to increase their hours in the future.

• Part Time 3 days p/w (22.5 hours)

• 33 days leave full time (inc. bank holidays)

• Flexi start time (Core business hours 10am-4pm)

• AXA Private Healthcare

• Dog friendly office

• Remote role but can work in the office, must come into the office once per month for team meeting

• Office in Lakeside RM16 (Chafford Hundred C2C train station as well as parking spaces available)

What is the role?

As the Customer Experience Agent at Hunter & Gather you will be key in delivering first class customer experience by maintaining customer relationships, helping, addressing and resolving issues with our UK and International clients, with a primary focus on the UK.

You will be responsible for ensuring customer satisfaction, brand loyalty and building long standing customer relationships with the end user of our products.

Reporting to the company’s Customer Experience Manager & Customer Experience Team Leader, you will also help support other Customer Experience Executives within the Customer Experience Team.

This role will be ideal for someone that loves helping customers and going above and beyond to give an A+ experience. You may have worked in customer service, sales, marketing or admin for a product or service lead business before, either part time or full time or you may have worked in a customer facing role, where it was important to have high customer service skills. You are digitally native and able to work independently with new technology.

Essential Skills:

• Fluent in English (written and speaking)

• Ability to work with online customer service software

• 1 year+ experience working in a customer facing role

• Confident speaking with customers on the phone

Desirable Skills:

• Fluent in European Second Language (written and speaking)

• Proficient in using a Macbook

• Worked with Gorgias, Zendesk or other customer service tools

• Experience of working in a D2C business

• Self-starter that can manage their own time effectively

• Experience in a remote role

• An understanding of Keto, Paleo, Low Carb, Ancestral Lifestyles or biohacking

Key Duties & Responsibilities

Customer Support:

• Provide prompt, courteous, and accurate responses to customer inquiries via phone and email via our customer service platform (Gorgias)

• Cover the inbound telephone support line from 9am - Noon and complete customer call-backs

• Assist customers with product information, troubleshoot problems efficiently, escalating more complex cases to the Customer Experience Team Leader & Customer Experience Manager

• Gather customer feedback to help improve products, services, and processes

Order Processing & Returns:

• Process customer returns and communicate with the warehouse/operations team

• Communicate with D2C (end user) customers regarding order status and tracking, including delays or issues

• Maintain customer issue records by sharing them with the relevant teams using our internal systems such as Asana

Product Knowledge:

• Stay up to date with product knowledge and procedures

• Educate customers on products, including benefits and usage

• Represent the brand positively and professionally in every customer interaction

• Upselling:

  • Identify opportunities to recommend additional products or services that may benefit the customer

  • Promote special offers, discounts, or new products to customers

Loyalty Program & Offers:

• Understand & communicate our loyalty program to our customers

• Assist with Customer Subscriptions including making amendments, cancelling and upselling products.

• Understanding all offers and rewards when live on the website

Reviews:

• Respond and manage customer reviews highlighting any standout comments or issues

• Log any product trends or questions on Asana

• Tag Customer Reviews for use within Marketing and Socials

Systems Used:

• Gorgias

• Hive (Europe)

• Unleashed

• Review.io (+ other review platforms)

• Shopify

• Amazon

• Asana

• Gorgias Voice

• SKIO

Ad Hoc Support

• Support at live events, which may occasionally fall outside of standard working hours, including evenings or weekends, to ensure excellent customer engagement and brand representation. These additional hours worked will be given back as time off in lieu.

• The above list is not extensive and there may be tasks or changes to support the role of the Customer Experience Agent in their day to day.

• We would also require some flexibility to help cover other customer experience team holidays and there may be the option of additional hours over weekends/evenings.