Customer Service Agent

Who we are

Mother Root is the Ginger non alcoholic aperitif. We harness the power of apple cider vinegar to serve up a dose of good feelings. Our mission is to redefine what it means to drink well and feel good - with drinks that are complex, delicious and rooted in nature.

Fresh from securing three offers on BBC Dragons' Den, we're on an exciting growth journey - scaling from a £7m brand today towards £50m+ in the years ahead, with 230% year on year growth already underway. With our small but mighty team, we're building one of the UK's fastest growing non alcoholic brands, both online and in retail.

We're bold, inclusive and ambitious. We value creativity, curiosity and collaboration - and we believe work should be joyful, purposeful and full of flavour.

The Role

We are looking for an experienced Customer Service Agent to join the Mother Root team and help us deliver truly exceptional customer experiences.

At Mother Root, customer experience is at the heart of everything we do. We are proud to be known for our warm, personal and thoughtful approach to customer service, and we believe every interaction is an opportunity to create a positive and lasting impression.

We treat every customer as a VIP and aim to ensure they feel valued, supported and genuinely cared for at every stage of their journey with us. Our CX team plays a vital role in building trust, strengthening relationships and helping customers feel confident in choosing Mother Root.

We are looking for someone who shares this passion for excellent service and is motivated to go above and beyond to help our customers. This role is ideal for someone with previous customer service experience who enjoys problem solving, taking ownership of customer queries, and proactively identifying ways to continually improve the customer experience as we grow.

This role reports into the Customer Service Manager.

What You'll Do Daily CX Management

• Monitor and respond to customer enquiries via our helpdesk (email, social media messages and comments)
• Ensure all tickets are responded to within our SLA timeframes
• Provide warm, clear and helpful responses that reflect the Mother Root tone of voice
• Prioritise urgent issues such as missing parcels, damages or complaints
• Escalate complex queries where needed

Proactive Problem Solving

• Identify and resolve customer issues quickly and efficiently
• Liaise with 3PL and internal teams to resolve delivery issues
• Support replacement order processes where required
• Proactively spot recurring issues or patterns and flag improvements

Customer Experience Improvement

• Contribute ideas to improve customer satisfaction and efficiency
• Help ensure consistency across all customer communication channels

Support for Growth

• Assist during busy periods such as promotions, seasonal campaigns and product launches
• Maintain accurate records within our CX systems

What You'll Bring

• Previous experience in a customer service role (ecommerce experience desirable)
• Strong written communication skills
• Excellent attention to detail
• Ability to manage multiple enquiries at once
• Confident problem solver with a proactive mindset
• Calm and empathetic approach when handling complaints
• Comfortable working independently and as part of a team
• Highly organised and reliable
• Experience using helpdesk platforms (such as Gorgias, Zendesk etc.) is beneficial
• Curious about how AI can support great CX, with a clear sense of where human judgement and warmth must stay in the loop

You'll Thrive Here If You

• You light up when a customer leaves happier than they arrived great service isn't a task to you, it's something you genuinely take pride in
• You're a natural problem-solver you don't wait to be told how to fix something, you figure it out and follow through
• You communicate like a human, not a helpdesk warm, clear and real, whether you're handling a complaint or answering a simple question
• You're always looking for a better way you notice patterns, spot inefficiencies, and actually do something about them
• You thrive when things move fast you stay calm, stay organised, and deliver even when it's busy
• You see AI as a way to give customers more care, not less and you know where the line is

Benefits & Perks

• Salary range: £28,000-£32,000 per annum
• Share Options Programme
• Annual Leave: 25 days per year
• Summer Hours: Early finish Fridays (June-August)
• Work From Anywhere: Up to 2 weeks per year
• Pension: 5% matched contribution
• Cycle Scheme: Bike or Lime/Forest Pass
• Personal Development: £300 annual allowance for approved training
• Wellbeing Support: Access to Spill app & Heka allowance (£40/month) + birthday/work anniversary boosts
• Annual Team Trip: Gastronomical & wellbeing-focused team away trip
• Parental Leave: Competitive maternity/paternity package
• Lots of free Mother Root

Please note, core working hours are usually 9-6pm with 3 x days in the London office 3 days, 2 from home