Oxwash is an sustinable on-demand laundry and dry cleaning start up founded in Oxford. Oxwash use electric cargo bikes to collect and deliver the laundry directly to their customers door, before washing the items using state-of-the-art low temperature technology.

Oxwash is a sustainability driven business- saving the planet by reducing our impact is the driving force behind our business. We are looking for team members who share our passion for sustainability and have a good understanding of the environmental issues we are currently facing.

Oxwash are reengineering laundry from the ground up to make it sustainable, scalable, and efficient to the core.  We’re looking for a Customer Success Executive to help us as we build a modern, human-centric business in an old-fashioned industry.  We have a human- and data-centric culture and are looking for individuals who love to bridge that gap.

This role comes with the opportunity to affect change to our customers, and to business processes.  Personally you will develop your data literacy, as well as communication skills, as you clearly communicate and prioritise issues from our customers’ perspective.  

You will be the second team member in a new Customer Success team, and will work closely within the team to transform our Customer Experience on the ground.  You will build the foundations of Customer Success in a modern VC-backed startup. 

You will build and adapt our Play Book for handling customer problems and complaints as they arise.  More importantly you will be working alongside engineering, operations, and HQ teams to build systems that prevent issues from arising, and design a service where the customer experience is considered at every level.

The Role

• Be the first point of contact for new and existing customers

• Resolve enquiries quickly and efficiently

• Deliver high quality and compassionate customer service through multiple channels (phone, email, live chat)

• Manage, investigate, and resolve customer complaints across both internal and external software and third-party integrations

• Provide internal visibility into, and report on, customer issues to provide an Oxwash-wide understanding of our current customer experience

• Work to build a transparent, positive Customer Success culture at Oxwash, to build a clear vision about where our customer experience experience is heading.

• Communicate in clear, data-backed ways with logistics, operational, technical, and HQ staff.

• The role can be performed remotely, however, you will be expected to travel to one of our lagoons for weekly check ins

• Strong communication 

• Passionate about helping people (our customers and your team)

• Technical literacy, especially across multiple, separate third-party integrations

• [Not essential] Previous experience in a similar customer service role

• [Not essential] Experience with helpdesk software

Please send a copy of your CV with a cover letter detailing why you believe you would be suitable for the role. 

Start Date: ASAP