Office and Customer Service Manager

Who We Are Casa by Josephine Jenno is a young, design-driven homewares brand based in Chelsea, London with a deep appreciation for craftsmanship and artisanal production. We are a small, passionate team, building something we genuinely care about. This is an opportunity to join the company in its formative stages, take ownership, and help shape the future of a brand with big ambition. We’re looking for an exceptional Customer Operations & Office Manager to own all customer-facing and operational touchpoints across the business. You will be the first point of contact for our customers and fully accountable for ensuring orders are processed accurately, shipped on time, and delivered in perfect condition. Sitting at the intersection of customer service, order management, and logistics, you’ll have real authority to improve processes and raise the bar on customer experience. If you’re excellent at customer service and ready to step into a role where you help build a best-in-class customer experience from the ground up , this is that next step. Customer Experience & Support Act as the first point of contact for all customer interactions across phone, email, live chat, reviews and social media. Handle customer queries, complaints, and issues with confidence, speed, and strong customer empathy Ensure all customer communications consistently reflect the brand’s tone, quality, and values Represent the brand at in-person events, sample sales, and pop-ups, delivering an outstanding face-to-face experience Own the end-to-end order process using Shopify and Mintsoft , ensuring customers receive their orders on time and in full Fulfil orders from the office when required, ensuring products are packed and dispatched accurately and on time Ensure both the office and 3PL warehouse are fully stocked with the correct packaging materials Office Management Ensure office supplies, equipment, and day-to-day operational needs are consistently maintained Support the CEO with office operations and IT coordination to ensure the team has the tools and setup they need to perform effectively Take full ownership of customer operations within an early-stage, high-growth business Help shape, document, and scale customer service and operational processes As our primary customer-facing brand ambassador, you live and breathe customer experience. You combine strong customer empathy and emotional intelligence with operational discipline and a data-driven mindset. You care deeply about detail, presentation, and quality, and you understand that great customer experience is built through excellent execution behind the scenes as much as front-line interaction. 2+ years’ experience in customer service or customer operations, ideally within e-commerce or a premium/luxury brand ~ Proven experience handling customer queries across email, phone, live chat, and social media with native level written and spoken English ~Strong experience with customer support platforms such as Zendesk or Gorgias , and returns platforms such as Swap or Loop ~ Confidence using Excel / Google Sheets to build reports and understand the metrics that drive operational improvement ~ Experience with Inventory Management Systems MS such as Cin7 or Unleashed is highly desirable ~ Immediate ownership and genuine influence over how customer operations are run The chance to help build a best-in-class customer experience , not just close tickets Hybrid working - Tuesday to Thursday at our office, Monday & Fridays from home.