Customer Service & Community Coordinator

Customer Service & Community Coordinator

YOM | Temp / Perm full time

About the Role

YOM is an exciting beauty startup building something groundbreaking — a brand that's creative, impactful, and doing things differently. As we grow, we want our customers to feel looked after at every touchpoint, and we need someone to own that experience end to end.

We're looking for a Customer Service person to manage the flow of customer communications — from queries and complaints to delivery issues — and to keep a clear, real-time picture of where every conversation stands. You'll also bring structure to how we track reviews and comments across our channels, pulling everything into one central place so the wider team can see what's happening at a macro level, not just conversation by conversation. This is a great fit for someone who's organised, empathetic, and just as comfortable talking to a customer as they are pulling together a report for the business.

What You'll Do

• Manage the day-to-day flow of customer communications across email, social, and any other channels we use
• Track and understand the status of every query, comment, complaint, and delivery issue, making sure nothing falls through the cracks
• Resolve customer queries and complaints directly, escalating where needed and following up to ensure full resolution
• Liaise with the wider team (ecommerce ops, warehouse/fulfilment) to get the information needed to resolve delivery and order issues
• Liaise directly with the 3PL to resolve shipping issues and stay on top of delivery status, keeping customers informed and up to date
• Build and maintain a central system for tracking reviews and comments across platforms, so patterns and issues are visible at a glance
• Report regularly to the business on customer satisfaction, common themes, and recurring issues
• Spot trends in customer feedback and flag opportunities to improve the product, process, or experience
• Ensure every customer interaction reflects the brand's tone and values
• Help shape and refine customer service processes and templates as the business scales

What You'll Bring

• Experience in a customer service, community management, or customer experience role — ideally within a DTC, ecommerce, or startup environment
• Strong written communication skills, with the ability to adapt tone across different situations
• A naturally empathetic, calm approach to resolving complaints and difficult conversations
• Excellent organisational skills, with the ability to track multiple open conversations and issues at once
• Comfort working with data and reporting — you can turn a pile of comments and tickets into a clear picture for the business
• A proactive mindset — you notice patterns and raise them before they become bigger problems
• Comfortable working in a fast-paced, early-stage startup where processes are still being built

Nice to Have

• Experience in the beauty, fashion, or lifestyle DTC space
• Familiarity with customer service or helpdesk platforms
• Experience with review and reputation management tools (e.g. Loox)
• Experience building reporting dashboards or regular reporting cadences