Job Role: Customer Service

20 hours per week. Core hours: works a few hours each day to be agreed in advance.
Flexibility needed on product launch days and event days to answer queries.
Lara Intimates is a start-up women’s underwear brand in London. We have a team of c10 in Hackney, London that designs, samples, manufactures and ships Lara products. We are committed to sustainability and we use deadstock, locally made and recycled fabrics and trims. We also recycle our fabric offcuts and are certified carbon neutral. LI launched in 2017 with the belief that the lingerie industry was antiquated and we can make better products and have better values by doing everything, from design to delivery, all in one place.
Responsibilities:
  • Provide a high end customer service experience with quick response times, quick, concise and complete answers across email, video call, text, phone, social media
  • Become a Lara product expert inside out, and proudly celebrate them in every client interaction
  • Treat every customer like a relative
  • Proactively ask questions when you don’t know the answer
  • Share product feedback with CEO and product developer
  • Proactively share observations, complaints or inefficiencies with the team.
  • This person must have excellent spelling and grammar and excel at written and verbal communication
  • Must be calm, level headed and self aware
What does successful Customer Service look like?
  • We provide better value to our customers than any other brand
  • We create magical moments with our customers
  • Customer service informs critical decisions for the business: how do we make CS better, What products and services do we offer next, What can we improve for our customers..
  • Every customer has an exceptional experience that leaves her wanting to tell all of her friends.
Type of Role
  • Remote and flexible
  • 20 hrs/week with a few hours everyday (mix of weekdays or weekends) to be agreed
  • Occasional visits to the studio, once every month
  • Work at bra fitting events, ad hoc but may become more frequent
Job Types: Part-time, Permanent
This is a standalone role and will lead our customer service efforts