Customer Care & Sales Executive - FTC Available Immediately

Job Description

About Swoon

Swoon was founded in 2012 to create distinctive designs that owners will want to keep forever and a lofty goal to spark home obsession everywhere.

We design original pieces in-house, and our innovative NPD process quickly discovers the next trend. Our testing platform ensures designs sell online at their intended price, and our data-led approach grows sales within families exponentially. Our business model cuts out expensive overheads like shops and overstocked warehouses, making our prices affordable.

Our distinctive look unlocks collaborations with leading retailers like John Lewis and many more. This diversified growth strategy is powering our brand to a significant market share. And we’re just getting started…

What we are looking for

We are looking for a proactive and persuasive Customer Experience Specialist to act as a frontline ambassador for the Swoon brand. At Swoon, customer service isn't just about answering queries; it’s about architecting the perfect home journey.

This role sits at the heart of our sales conversion and retention strategy. You will own the initial post-interest touchpoints - transforming a casual swatch request into a lifelong obsession. We are a design-led business where aesthetics and tactile experience are everything. You’ll be responsible for improving our conversion whilst ensuring that every potential customer feels supported, informed, and inspired.'

We’re a small, agile team, and this is a high-impact role with a possibility of becoming a permanent fixture in our growth story. You’ll be super motivated by the opportunity to have a real impact on our top-line revenue from day one.

Key Responsibilities

1. Conversion Mastery & Lead Nurturing

• Own the Swatch Follow-up: Proactively reach out to customers who have requested swatches but haven’t yet pulled the trigger. You are the bridge between a fabric sample and a finished home.
• Provide Design Guidance: Act as a product expert, offering guidance on materials, dimensions, and styling to help customers finalize their purchasing decisions.
• Stress-test Objections: Identify why a customer might be hesitating and provide the clarity or reassurance needed to move them forward.

2. Post-Delivery Advocacy & Quality Control

• Audit the "Unboxing" Experience: Carry out post-delivery follow-up calls to ensure every piece has arrived in pristine condition and meets our high design standards.
• Monitor Incident Rates: Work closely with our Ops team to flag any delivery friction, acting as a human "early warning system" for customer dissatisfaction.
• Build Brand Loyalty: Ensure the journey doesn't end at delivery. Turn every customer into a brand advocate through exceptional, personalized service.

3. Data-Led Interaction

• Track Conversion Metrics: Maintain clear records of your outreach, helping the team understand the "conversion stack" from swatch request to checkout.
• Feedback Loop: Communicate common customer hurdles back to the teams to help us improve the overall digital journey.

Requirements

Requirements

• Experience: Previous experience in outbound calling or high-end retail sales. You must understand the nuances of a D2C, design-heavy business model.
• Communication: Exceptional interpersonal skills. You can hold your own in a conversation, building instant rapport and trust over the phone.
• Mindset: * Proactive: You don’t wait for the phone to ring; you find the opportunities and bring the solutions.
• Goal-Oriented: You are motivated by conversion targets and take pride in "closing the loop" for the customer.
• Operational: You care about the "how" of the customer journey as much as the final sale.

Benefits

Compensation & Benefits

• Competitive salary
• Share options programme
• Profit share scheme
• Wellbeing allowance
• Pension scheme
• Private medical cover for you and your family

Holidays, working environment and other perks

• 27 days holiday rising to 30 with tenure
• 4 months of summer hours finishing at 1 PM on a Friday (we’re currently trialling rolling this out permanently!)
• Free furniture on each anniversary of employment 
• Friends & family discount of 20%
• Remote working 4x days per week