Customer Experience Executive
Zoa
Customer Experience Executive
Zoa
White-label rental platform for fashion brands
About the Role
In this role, you will be responsible for supporting the Customer Service team to help develop our customer-journey. Minimising pain points, answering customer queries and developing processes to reduce the volume of queries we have in the long term. You will be the first point of contact for Zoa clients’ customers, ensuring that all queries and issues are answered and resolved in a timely manner. Success will be measured in customer satisfaction and customer loyalty.
Key Responsibilities:
Answering customer queries through email, live chat, WhatsApp/SMS and social media
Understanding Zoa Clients’ T&Cs to provide the correct information to customers
Investigating and resolving customer issues or complaints quickly
Issuing rental credit codes and refunds to customers
Communicating with customers about their orders, including any delays or changes needed to their order
Liaising with the warehouse or other fulfilment and dry cleaning partners to resolve customer and stock issues and confirm and organise new stock deliveries
Speaking with delivery partners to resolve any issues with the delivery of orders
Following up with customers who haven’t returned their orders on time
Fulfilling orders once they have been despatched by the warehouse or other fulfilment partners
Recording any stock that is ex-hired
Recording any stock that is sold
Recommending potential solutions or improvements from feedback from customers
Preparing product or service reports
Sending surveys to customers to collate feedback
Excellent communication skills
Team player
Ability to use initiative to resolve problems
Experience working in a fast paced environment
Outstanding organisation skills
Salary: Based on experience
Location: Remote - UK Wide (Glasgow based would be ideal)
Zoa Rental provides a white-label rental-as-a-service platform for fashion brands and retailers, enabling pay-per-wear or subscription rentals directly on their own websites. It embeds a rental option on product pages and integrates with Shopify, Magento, and WooCommerce through a simple code snippet, offering both full-service support (tech, warehousing, cleaning, fulfilment, data reporting) and tech-only integration. Revenue comes from a commission on each rental, with the rate depending on the chosen level of service, and the solution is brand-centered and flexible to reduce barriers to entry for rental. The company’s goal is to help fashion brands adopt rental and circular economy practices—attracting new customers, monetizing excess stock, and cutting waste by hosting the renting experience on their own platforms.
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