Customer Experience & Operations Coordinator

Kai Collective is looking for a Customer Experience & Operations Coordinator to join the team in London.

As Customer Experience & Operations Coordinator at Kai Collective, you are one of the warm, knowledgeable voices our customers trust and the organised force that keeps our studio running seamlessly.

This is a predominantly customer-facing role, approximately 65% of your time will be spent owning customer communications, community engagement, and delivering the exceptional experience our brand is known for. The remaining 35% spans support with office administration, sample & inventory support, shipping logistics, and event assistance.

Responsibilities of the Customer Experience & Operations Coordinator

Customer Service & Communication:

• Respond to all customer emails and social-platform DMs within 24 hours, consistently using Kai's tone of voice
• Own the full resolution of routine order, shipping, and returns queries; escalate complex or sensitive tickets to the Ops & E-commerce Associate with clear context
• Proactively maintain, refine, and improve response templates and FAQs to reduce repeat queries and improve first-contact resolution
• Identify patterns in customer feedback and flag recurring issues or opportunities for improvement

Community Engagement:

• Actively engage with the Kai Collective community by liking, commenting on, and sharing brand posts and UGC across social platforms
• Represent the brand voice consistently in all public-facing interactions

Office & Facilities Management:

• Keep the office, storage room, and sample rails tidy, clearly labelled, and photo-ready at all times
• Receive, sort, and distribute incoming post and packages
• Run on-site errands as required (dry-cleaning, prop collection, fabric sourcing, coffee and lunch runs)

Sample & Inventory Support:

• Transport or arrange courier of retired samples to the warehouse/3PL and update the tracker accordingly
• After shoots, inspect garments, arrange dry-cleaning or repairs, and return pieces to the correct rail.
• Shipping & Logistics
• Generate labels and book couriers for influencer gifting, press sends, and urgent parcels
• Keep gifting and packing materials organised and well stocked
• Assist with maintaining the influencer database (sizes, addresses, preferences)

Events, Pop-Ups & Shoot Support:

• Support on-site during shoots and events - set-up, guest care, and break-down
• Help pack and transport product, props, and supplies; reconcile inventory post-event
• Research and plan logistics for upcoming brand trips and off-site activations

Admin & Content Support:

• Organise UGC into clearly labelled folders and keep the library updated weekly
• Help manage and update shared spreadsheets (inventory counts, contact lists, cost trackers)

What Kai Collective is looking for:

• Warm, empathetic written communicator with excellent spelling and grammar
• Customer-first mindset - genuinely cares about resolving issues and creating positive experiences
• Meticulous organiser who values order, cleanliness, and consistency
• Self-starter with a proactive "see it, sort it" approach; doesn't wait to be asked
• Physically comfortable lifting boxes and rails (up to approx. 15kg) and running errands across London
• Basic familiarity with e-commerce and social media platforms - full training provided

Application 

Apply with a CV and a cover letter outlining your suitability and interest.