D2C Head of Customer Experience

• 3+ years of customer support experience in D2C/ecommerce, with ideally at least 2 years in a team lead or management role
• Proven track record of improving key support metrics (NPS, response times) in a fast-growing environment
• Experience managing a team of 5+ support agents and demonstrated ability to scale a support organization
• Strong understanding of subscription business models and customer retention strategies
• Experience with support automation and process optimization
• Health and wellness industry experience is a plus

Compensation & Perks

Salary: £40,000 to £55,000 Base (dependent on experience)

- Up to £5,000 Annual learning & Development Budget
- Work desktop + laptop and full desk set-up (Dual Monitor, Ergonomic chair & standing desk option)
- Vitality Private Health Insurance
- Growth Opportunities (Rapidly develop your skills & career in a company that is driven by innovation and is growing fast)
- Direct access to Founder
- Free Elavate Products

Why Work at Elavate?

Elavate is one of the fastest-growing Supplement brands in the UK and we have an ambitious goal of reaching £100 Million in annualised revenue by the end of 2026.
We're not just dreaming big, we have a clear strategy & momentum to get there.

Joining Elavate early on our journey presents you with a few amazing opportunities:

1. Fast Track Promotions

We believe in promoting based on capability, not just time served. As you demonstrate strong performance, exceed business targets and show personal ambition and drive to progress in your career, you'll have abundant opportunities to take on more responsibilities and step into higher level roles as we grow.

2. Accelerated Learning / Personal Growth Opportunities + Autonomy

As we rapidly scale, you’ll have the freedom to pioneer many new initiatives and lead strategic projects that drive our growth. We encourage creative thinking and empower you to implement your ideas. Our agile, low-bureaucracy environment means quick decision-making and continuous learning. We value experimentation and see both success and challenges as opportunities for growth and innovation.

3. Top-of-the-Market Compensation

Because our team is only comprised of the best-of-the-best, we pay the very top of market compensation + extra perks, to build a team full of real A-Players.

At Elavate you'll have the opportunity to work with other talented high performers + have direct access to the founder daily.

4. Market Opportunity & Timing

The UK Collagen industry is experiencing unprecedented growth. It is currently worth north of £1 Billion a year and still less than 15% of Women over 40 take Collagen on a regular basis. We have a huge opportunity to scale domestically as well as expand into more product categories & look into bigger markets abroad.

Very Exciting Times Ahead!

For Ambitious Builders

If you're excited by the prospect of helping build something extraordinary, if you thrive on challenges, and if you want your work to have real impact - we want to talk to you. At Elavate, we're not just offering a job; we're offering the chance to shape an industry leader from the ground up.

Want to play a key part in scaling one of the UK's fastest-growing wellness brands?

Elavate was launched in early 2024 with a primary goal of helping women achieve their skin goals, with science-backed Collagen.

• →Act as the voice of the customer within the organization, providing regular insights and feedback to Product, Marketing, and Operations teams to improve the overall customer experience.
• →Manage and optimize our help center content, ensuring customers can easily find answers to common questions and reducing ticket volume through improved self-service options.
• →Develop customer feedback loops to identify common issues, product improvement opportunities, and potential churn risks.