ABOUT US
We are a mission driven wellness brand with an award winning range of collagen, blends and supplements. We started as all good businesses do, by seeing the opportunity to do things differently in a growing market. To carefully balance people, planet, and profit for the sake of the world around us and our health.

We are now shaping the future of wellness with simple daily rituals, thoughtfully and sustainably designed to support women’s health. Our vision is to be the #1 wellness brand in the world, setting new standards for holistic health, sustainability and female empowerment.

As a B-Corp, Ancient + Brave meets the highest standards of social and environmental Impact. In June 2024 we have been named 5th in The Sunday Times 100 fastest-growing private companies and we have recently been recognised as one of the FT 1000: Europe's Fastest Growing Companies, 2025.

Want to be a part of a team that’s shaping the future of health and wellbeing?
We'd love to have you!

THE ROLE
We are seeking a proactive and customer-focused individual who is fluent in Spanish and English to join our team as a Customer Support Assistant. In this role, you will be responsible for handling customer queries across email, social media, and telephone, ensuring timely and high quality resolutions. You will play a key part in maintaining clear communication with customers, tracking all interactions through Gorgias - our CS ticket management system, and resolving issues including subscription and order queries, managing returns and shipping claims, updating key operational spreadsheets, and ensuring accuracy in returns and order fulfilment.  You’ll track and identify issues and work with internal teams, providing regular feedback on common issues and collaborating on solutions to provide the best possible experience to our valued customers. 

Please note:

+ This role will follow a shift pattern with shifts including 8am-4pm, 9am-5pm, 12pm-8pm and 1 day per month weekend work with a day off in lieu during the week (plus Overtime available as required)

+ This role is based in our Head Office in Lewes, East Sussex. Lewes. There may be flexibility for remote working for 12-8 shifts and weekend shifts after successful training.

KEY RESPONSIBILITIES

Reporting to the Customer Support Manager, you will be:

+ Ensuring all email and social media queries are answered on a daily basis.

+ Following up on email and social media queries to ensure all questions are answered to the customers satisfaction.

+Communicating regularly and clearly via email and telephone with customers who have an on-going query/problem.

+ Answering customer queries via telephone in a polite and helpful manner.

+ Using our CS ticket management system Gorgias to ensure transparency and tracking on all queries.

+ Creating and tracking Royal Mail/shipping partner claims, ensuring all information is provided in a timely manner and monies are received correctly.

+ Keeping all relevant spreadsheets updated daily on Google Drive.

+ Communicating with Marketing / Nutrition / Operations and local market teams to ensure FAQs (frequently asked questions), macros and training documents are correct and up to date.

+ Provide detailed feedback to relevant departments on regular issues and common queries raised by customers to enable preventative action to be taken, adding opportunities to our customer experience optimisation tracker to track & manage improvements.

+ Check for unfulfilled orders that have been missed.

WHO YOU ARE

To be successful in this role, you will need the following skills / knowledge / experience:
+ Strong customer service and communication skills, both written (email, social media) and verbal (phone).

+ Fluent in Spanish and English, with additional languages a bonus

+ Good knowledge of managing data via Google Sheets.

+ Highly organised with excellent time management, ensuring daily follow-ups, updates, and task completion.

+ Detail-oriented with problem-solving abilities, including handling claims, returns, and unfulfilled orders.

+ Collaborative and feedback-driven, regularly liaising with internal teams to improve FAQs and resolve common issues.

+ Proficiency in using CS ticket management and Ecommerce platforms such Gorgias and Shopify (full training will be given).

Further, to truly thrive at Ancient + Brave you will need to embody the spirit of our brand and align with our company culture. You will be:

+ Hungry: Ambitious, driven with a growth mindset, always seeking ways to learn, develop and be better.

+ Humble: No ego, collaborative team player, always acts with integrity and clear sense of accountability, aligned with our B-Corp values

+ High Performing - Effective. Efficient, with a solid work ethic. Always operates with self-awareness that enables them to consistently push for exceptional results—while maintaining resilience, balance, and self-care.

+ Hustle: Entrepreneurial. Innovative, fast-paced, great communicator. Always adept at solving problems and navigating dynamic, ever-changing situations.

Please Note:

+ This role requires full time working at our stunning Lewes offices. Please apply only if you’re within a reasonable commute. 

+ We’re not seeking recruitment support for this role at this time.

WHY JOIN US

Ancient + Brave are a community-built brand and embracing innovation and sustainability with social and environmental responsibility is at the heart of everything we do. We hold ourselves accountable to the highest standards when it comes to our commitment to balance profit and purpose - working with us means being part of building a truly sustainable product. We are B Corp certified and members of 1% for the Planet, committed to giving back % of all sales towards helping environmental partners, so we can work together towards a better future for our planet.

At Ancient + Brave you’ll find an engaging, collaborative and inclusive work environment where your talents will be nurtured, and your contributions valued.

We provide all our team members with suitable laptop computers & headphones and our office is equipped with monitors, ergonomic chairs and sitting + standing desks. Our kitchen is fully stocked with the usual supplies as well as limitless supply of A+B products (you also get 50% off on any product you wish to purchase).

We pay a discretionary bonus based on a mix of company performance and individual contributions and review our salaries annually. Our pension contributions are ESG invested (so no pharma, weapons or other ethically questionable investments).

Our Private Medical Insurance is designed to support your health and wellbeing, providing swift access to high-quality care whenever you need it most.

Our Medicash plan offers access to specialist consultations, 24/7 Virtual GP and health screenings as well as dental, optical and complementary therapies and access to confidential support via its EAP programme.

Our Mintago platform gives employees access to financial wellbeing advice and support as well as retail discounts and salary sacrifice schemes, which cover childcare, cycle to work, gym membership, groceries and mobile/tech purchase.

In addition to our regular annual holiday allowance of 25 days plus bank holidays, we also offer one Wellbeing day to use as needed.

We offer continuous training & professional development opportunities and our team members get to enjoy complimentary nutrition and workout sessions in the office. We support a number of charities, coordinating our fund-raising initiatives for maximum impact. We hold two social events a year to come together and connect in a meaningful way.  

An important note on our ways of working…

As a fast-paced scale-up, we’ve found that spending time together in person is hugely beneficial to the way we’re needing to communicate, collaborate and drive the business forward. We’ve worked hard to make our new HQ (a beautiful riverside office situated in Lewes, East Sussex) an inviting and friendly environment for all of our team members and we expect any new joiner to be in the office full time.

We are an equal-opportunity employer committed to fostering an inclusive and diverse workplace culture. We embrace varied perspectives and encourage creativity that knows no bounds. While most of our roles are advertised as full-time, we are open to discussing part-time setup where appropriate.