Customer Experience Agent

About frank green

frank green isn't a person, it's a philosophy. We are frank about living green.
Our purpose is to stop single-use plastics. So, we create beautifully designed, functional, and innovative sustainable products that fit into your life, that you love to use and reuse, over and over again. Because we want to give people around the world the power and desire to make easy, sustainable change.

Your New Role

We're looking for a Customer Experience Agent to deliver exceptional support to frank green's global community. Sitting within our Customer Experience team, this role is all about ensuring every interaction reflects the quality, values, and care behind our brand.

You'll be the first point of contact for our customers across multiple channels from emails and live chat to social media, solving queries with empathy, efficiency, and a solutions-focused mindset. Whether it's tracking down a misdelivered order, answering product questions, or resolving carrier issues, you'll play a key part in turning every customer interaction into a great brand experience.

This is a fast-paced role, perfect for someone who thrives in a dynamic environment, loves to problem-solve, and enjoys working across teams to get things done all while championing our mission of sustainability and outstanding service.

We're are currently hiring for both permanent full-time and casual roles.

• Respond to customer queries across all channels, including email, social media, live chat, and Gorgias
• Resolve and process carrier investigations, refunds, order replacements, and mispick issues
• Act as a customer advocate, ensuring every resolution reflects our brand values and commitment to satisfaction
• Identify trends in customer feedback and escalate emerging issues to relevant teams including eCommerce, Marketing, and Operations
• Support continuous improvement initiatives within the Customer Experience team
• Collaborate cross-functionally to resolve issues and improve customer touchpoints
• Contribute to CX content updates (e.g., FAQs, response templates) to improve response times and consistency
• Work closely with the Customer Experience Manager on ad hoc projects and initiatives
• Maintain detailed records of interactions using our CX tools and systems
• Share customer insights that help improve product, service, or operational performance
  
  

What You Need

• 2+ years' experience in customer experience, preferably in e-commerce or a fast-moving product-based business
• Compassion for our customer, a passion for sustainability and a genuine interest in our products
• Strong verbal and written communication skills with the ability to adapt tone across channels
• Confident in juggling multiple enquiries, prioritising tasks, and staying calm under pressure
• Collaborative approach with a solutions-first mindset and attention to detail
• Experience using Gorgias and Shopify is highly regarded
• Tech-savvy with the ability to pick up new systems and workflows quickly
• Resilient, empathetic, and proactive when it comes to problem-solving

The Perks

• Hybrid working environment
• Generous team discount on all frank green products
• Opportunities to grow your career in a fast-moving, purpose-led brand
• Dog-friendly offices
• Birthday leave – take the day off to celebrate you
• Generous parental leave
  

Our Culture

At frank green, we believe diversity makes us better.
Our team is creative, pragmatic, and driven by the mindset that "anything is possible." We love what we do, the impact it has, and we bring passion, creativity, and energy into every project. We're always growing, learning, adapting, and having a lot of fun along the way.
We're here to do great work, and do it with purpose.

Next Steps

Hit apply to submit your application. Every application we receive is reviewed by a real person — no bots, no algorithms. We aim to get back to every candidate via phone or email within 5 business days of receiving your application.

We can't wait to meet you.