Customer Service & Community Manager

Customer Service & Community Manager

📍 Remote (UK preferred) | 🕒 Full-time (Freelance to start) | Start Date: ASAP

About Neuaura

Neuaura is one of the UK’s fastest-growing women’s wellness brands, on a mission to help women over 40 feel in control of their bodies again. Our premium supplements, expert guidance, and growing digital community have earned us thousands of loyal customers — and we’re just getting started.

As we scale, we’re looking for a strategic and empathetic Customer Service & Community Manager to help us deliver an exceptional customer experience, drive loyalty, and build trust across every touchpoint — from inbox to Facebook.

The Role

You’ll report to our Operations Manager and manage one Customer Service Agent. This is a strategic, hands-on role focused on building systems, handling complex escalations, managing performance, and engaging our community with care and consistency.

Key Responsibilities

Customer Service Operations

• Set up and optimise our returns, shipping, and tracking systems
• Maintain and improve workflows, escalation protocols, and SOPs using tools like Notion and Gorgias
• Ensure effective use and integration of our support stack (Shopify, Gorgias, Gmail, Slack)

Escalations & Quality Control

• Own and resolve sensitive or complex customer support cases
• Monitor ticket quality and maintain brand tone across all responses
• Regularly update macros, FAQs, and internal documentation
• Oversee customer review responses on platforms like Trustpilot and Reviews.io

Team Management

• Lead and support our Customer Service Agent
• Monitor performance, provide coaching and feedback, and manage workload capacity
• Approve time off and help structure day-to-day priorities

Customer Insights & Reporting

• Analyse customer support data to uncover trends, pain points, and opportunities
• Report actionable insights to product, marketing, and operations teams
• Deliver regular performance updates to the Operations Manager

Community Management

• Own daily engagement and moderation of our private Facebook group (1,500+ members)
• Post content, respond to comments, and foster meaningful connection
• Support and run community initiatives, webinars, and campaigns
• Align community messaging with ongoing brand campaigns and customer feedback

What We’re Looking For

• 3+ years in customer service, with 1+ years in a senior or management role
• Proven experience using Gorgias, Shopify, Gmail, Slack, and Trustpilot
• Excellent written communication and attention to detail
• Confident handling escalations and sensitive conversations
• Strong organisational and problem-solving skills
• Experience with online community management (especially Facebook Groups)
• Self-starter who thrives in a fast-paced, remote environment

Bonus if you have:

• Experience in wellness, supplements, or women’s health
• Familiarity with CSAT/NPS tools and customer sentiment analysis
• Experience creating SOPs and customer support training materials

Why Join Neuaura?

You’ll be part of a lean, passionate team building something meaningful. This is more than just customer support — it’s about creating a trusted experience for women navigating some of the most important chapters of their lives.

We offer:

• Flexible working (remote-first)
• Opportunity to transition into a permanent leadership role
• A brand with purpose, traction, and big plans for growth

To apply, please submit your CV and a short cover message explaining why you're the right fit for this role.

We’re reviewing applications on a rolling basis, and early applicants will be prioritised.