Customer Champion / Operations Assistant

at Pact Coffee

Date Posted:
11 Apr
London, GB
Job Type:
Salary Type:

Pact’s on a mission to get the nation drinking the best coffee they’ve ever made and we’re looking for an experienced Customer Champion to help us do just that. Not only will you be delighting both our at home and business customers, you will also play a key role in supporting B2B Operations.

If you are passionate about customer communications, delivering maximum value to customers through Pact’s product, as well as excellent organisational skills to support B2B Operations, then this is the role for you.

Based in Bermondsey, this role is full-time office hours, Monday to Friday.

The role

You’ll be responsible for responding to all customer, D2C and B2B queries (via phone, email and social media) being the face and voice of Pact Coffee. We’re striving to provide world class customer service that people rave about (for the right reasons) so we’re after someone who has the best interests of our customers at the forefront of their mind and is always willing to go the extra mile to delight them.

Role responsibilities include:

Delighting both at home and business customers by resolving all inbound queries promptly via phone, email and social media

Using and navigating customer service tools such as Zendesk and Stripe to resolve customer problems

Supporting customer success projects and initiatives to further delight our customers

Supporting our B2B operations including order management, billing, resolving delivery issues/queries, machine orders / repairs, sending receipts

Over time, you’ll have the opportunity to help scale our systems and processes based on customer feedback

If you enjoy the sound of working in a fast-growth startup, are able to take change in your stride, have a passion for coffee and/or food, can think strategically, act tactically and thrive on winning, you’re 50% of the way to being the perfect candidate.

What you will bring:

Strong Customer Service experience within an omnichannel support team. An added bonus of experience working with business customers

Be a coffee fanatic who knows the difference between a flat white and a latte

Superb verbal and written English

Empathy and understanding for customers

Put personality and flair into their customer interactions

Have the ability to make every customer feel valued and part of the Pact community

Strong work ethic and the ability to work in a fast-paced environment

Flexible approach and be willing to help out where needed

A natural organiser and a can-do attitude

Care about making a social impact with the work we do here at Pact!


Competitive Salary plus stock options

Unlimited Coffee in office and at home

Other perks: Yoga, Free climbing at The Arch Climbing Wall, Free breakfast & snacks and 4pm beers in the fridge to name a few!

Pact Coffee is an equal opportunities employer, and we welcome applicants of any background to join our team regardless of age, disability, sex, gender reassignment, sexual orientation, race, religion or belief, marriage or civil partnership status or pregnancy.