Customer Care Lead

Who we are:

Noli is the future of Beauty Tech! Backed by L'Oréal, we launched in 2024 with a BIG mission: to solve the ultimate beauty dilemma - helping users find the perfect products for their unique needs . Based in the heart of London (Holborn), we're a dynamic, fast-growing startup reshaping the online beauty experience. At Noli, we embrace a vibrant culture where ambition, curiosity, and innovation are at the core of everything we do. Our mission is bold, our team is fearless, and we're just getting started.

What you'll be doing:

As the Customer Care Lead at Noli , you will be the driving force behind creating a world-class customer care team that elevates Noli's customer experience to new heights. You'll own the process of building and scaling customer care operations, ensuring that every interaction is personalized, fast, and high quality. Your leadership will directly influence the loyalty and satisfaction of our customers, supporting our ambitious growth trajectory as we scale 20x over the next 18 months.

If you're a customer experience champion with startup-savvy leadership and a passion for delivering exceptional service, this is the perfect opportunity for you. You will build a customer care operation from the ground up, scale it efficiently, and drive a culture that prioritizes empathy and proactive problem-solving.

At Noli , we prioritise skills, experience, and a drive to succeed over traditional seniority markers. If you're a self-starter with a solutions-oriented mindset , always striving to improve results and build something exceptional, this is the opportunity for you.

Joining Noli at this exciting early stage requires a hands-on, adaptable, and results-driven individual. Your values, character, and passion for the beauty-tech revolution are just as important as your skills and experience. We're building something extraordinary, and we want you to be part of it.

Your Responsibilities:

• Create a Customer-Centric Culture : Build and lead a customer care team (both in-house and outsourced), focusing on empathy, problem-solving, and seamless customer interactions.
• Scale Customer Care Operations : Design efficient customer care processes, implement cutting-edge tools, and introduce automation to handle rapid growth while maintaining service quality.
• Use Data to Drive Success : Analyze customer service metrics (e.g., CSAT, NPS) to optimise processes and improve customer satisfaction.
• Collaborate with Internal Teams : Work closely with product, marketing, and tech teams to align on goals and deliver exceptional customer outcomes that drive growth.
• Adapt & Innovate : Continuously improve the customer experience in a fast-paced, ever-changing eCommerce environment.

4 Reasons This Role is Remarkable:

• Work at the intersection of beauty and tech : Be part of a dynamic startup with a mission to revolutionise the beauty industry through tech.
• Direct Impact on Growth : You'll be at the core of supporting our rapid growth as we scale 20x, helping create an exceptional customer experience that drives loyalty.
• Exciting Opportunity for Innovation : As we grow, you'll have the chance to introduce cutting-edge tools and processes that will shape the future of customer care.
• Join Early, Make a Big Impact : We're a lean team (currently less than 20 people) with plans to grow significantly - the perfect time to join and make a lasting impact.

What Our Ideal Hire Looks Like:

• Location : Must be based in London - Hybrid 3+ days in office.
• Experience : 5+ years in customer care or customer experience, including managing outsourced teams and processes.
• Startup Savvy : Proven experience in customer care in a fast-paced startup or D2C environment.
• Process Design Expert : Experience designing and optimizing customer care processes, and a deep understanding of customer service metrics (e.g., CSAT, NPS).
• Data-Driven Leader : Ability to use data to drive decision-making and improve the customer experience.
• Collaborative Communicator : Strong verbal and written communication skills with experience working cross-functionally and managing external partners.