HyperGrowth Recruitment

CX, Community Manager

HyperGrowth Recruitment

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • United Kingdom

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Salary

💰 £30,000 - £35,000 per year

About the role

  • Manage all inbound customer queries across email and support channels
  • Resolve issues quickly and thoughtfully, ensuring a high-quality experience
  • Proactively communicate with customers around order updates or delays
  • Liaise with warehouse partners to track orders and resolve fulfilment issues
  • Handle returns and exchanges with care and attention to detail
  • Monitor and respond to comments and DMs across social platforms
  • Represent the brand voice clearly warm, considered, and human
  • Engage with the community in a way that reflects Nero’s premium positioning
  • Identify trends, feedback, and conversations happening within the audience
  • Escalate sensitive or high-risk interactions appropriately
  • Support the founder with day-to-day operational tasks and admin
  • Maintain clear internal communication across customer and fulfilment updates
  • Surface issues early, providing context and suggested solutions
  • Produce regular updates on customer feedback, common issues, and sentiment
  • Act as a reliable, hands-on support across the business as it scales
  • Ensure every customer interaction reflects a high standard of care
  • Maintain strong attention to detail across communication and processes
  • Take ownership of the overall customer journey and how it is delivered
  • Continuously look for ways to improve efficiency and clarity across support

Requirements

  • Previous experience in a customer experience, support, or community role
  • Strong written communication skills with a natural, human tone
  • Highly organised with the ability to manage multiple workflows
  • Comfortable working cross-functionally with operations and logistics
  • Experience in a DTC or eCommerce brand is a plus.
Benefits
  • Hybrid set up with office based in Manchester
  • Opportunity to work closely with a founder in a high-growth brand
  • Real ownership and impact from day one
  • Fast-paced environment with strong learning and progression opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
written communicationattention to detailorganizational skillscustomer experienceproblem-solvingproactive communicationcommunity engagementcustomer journey managementoperational supportcross-functional collaboration