Customer Experience Executive
About the job
- Excellent communication skills.
- Ability to use initiative to resolve problems.
- Experience working in a fast-paced environment.
- Outstanding organisation skills.
- Answer customer queries through email, live chat, WhatsApp/SMS, and social media.
- Understand Zoa clients’ terms and conditions to provide correct information to customers.
- Investigate and resolve customer issues or complaints quickly.
- Issue rental credit codes and refunds to customers.
- Communicate with customers about their orders, including delays or changes needed to their orders.
- Liaise with the warehouse and other fulfilment and dry-cleaning partners to resolve customer and stock issues and confirm and organise new stock deliveries.
- Speak with delivery partners to resolve issues with order deliveries.
- Follow up with customers who have not returned their orders on time.
- Fulfil orders once they have been dispatched by the warehouse or other fulfilment partners.
- Record stock that is ex-hired.
- Record stock that is sold.
- Recommend potential solutions or improvements based on customer feedback.
- Prepare product or service reports.
- Send surveys to customers to collect feedback.
About the company
Zoa Rental provides a white-label rental-as-a-service platform for fashion brands and retailers to offer pay-per-wear or subscription rentals directly on their own sites. It works by embedding a rental option on product pages and integrating with Shopify, Magento, and WooCommerce; clients can choose full-service (technology, warehousing, cleaning, fulfilment, data reporting) or tech-only integration with brands handling logistics. It differentiates itself by offering flexible, brand-hosted rentals with a simple integration, lowering operational barriers and including features like dynamic pricing and data analytics. The goal is to help fashion brands monetize excess stock, attract new customers, and reduce waste through a seamless, brand-hosted renting experience.
Company Size
1-10
Company Stage
N/A
Total Funding
N/A
Headquarters
Gateshead, United Kingdom
Founded
2020
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Simplify's Take
What believers are saying
- Oh Polly's January 2026 ski and Christmas rental push expands Zoa's seasonal volume.
- Zoa's 2026 Rental Lab and ACTRA messaging attract retailers chasing circularity compliance.
- French Connection's May 2025 rental launch proves Zoa can onboard recognizable UK brands.
What critics are saying
- Rental demand remains niche; 2026 trustpilot reviews show ongoing customer-service friction.
- No funding record and 11-50 employees constrain Zoa against larger logistics platforms.
- If major brands launch in-house rental, Zoa's white-label wedge collapses by 2027.
What makes Zoa unique
- Zoa embeds rental directly on brand product pages, keeping traffic and data in-house.
- Zoa offers flexible service tiers: software only or full warehousing, cleaning, fulfillment.
- Oh Polly, French Connection, and Camping World validate Zoa's white-label operating model.
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Benefits
Remote Work Options
Company News
With the key period for women's fashion rental now in full swing, Oh Polly and sister brand Bo+Tee have collaborated with rental service provider Zoa in the run-up to the Christmas, New Year's Eve and winter ski holidays.
LONDON - Software company Zoa has launched a new rental technology service that enables consumers to rent directly from the online product pages of leading brands and retailers.
Aiming to win them over, UK-based Finisterre just launched a Yulex wetsuit rental program, allowing people to try out their gear in real-world conditions, risk-free.
Rental technology platform Zoa has launched its new Rental Lab offer, a programme aiming to define what circular e-commerce customer experience looks like.