Company Description
Here at Gousto, we are on a mission to become the UK & Ireland's most loved way to eat dinner, and for every meal to leave the planet better off. Gousto is changing how people shop, cook and eat food at home. It’s an incredibly exciting time to join our team, and we’re a friendly bunch!
We’re proud to be one of the fastest-growing companies in the UK. Powered by data and a love of food, we’re a recipe box company that’s disrupting the sector, and we’re passionate about our diverse team and our customers.
All of our people are responsible for the success of Gousto, and we’re passionate about creating an inclusive environment for all to thrive. Our guiding values of Dream, Deliver and Care show our commitment to innovation, our ambition to hit goals at speed, and our deep respect for the people we work with.
Job Description
Reporting to: Customer Care Team Leader
Location: Remote (Sporadic travel to London HQ for all-hands)
Shift Pattern: 4 on 4 off, 9 am to 9 pm
We’re looking for a Customer Care Agent to join our vibrant Customer Care team. You’ll be the first point of contact for our customers and a key voice of the Gousto brand. As part of a collaborative and customer-focused team, you’ll help drive our mission of delivering world-class care, resolving customer concerns and contributing to improvements across the business.
This is a brilliant opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and is passionate about making every customer experience a positive one.
Core Responsibilities
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Respond to inbound customer contacts via Zendesk, including email, phone, live chat, and social media channels
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Manage sensitive issues such as food safety concerns, delivery complaints, and technical matters with empathy and professionalism
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Resolve customer queries on first contact whenever possible
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Go the extra mile to provide memorable customer experiences that encourage loyalty
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Share customer feedback and insights to support continuous improvement across teams
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Achieve individual and team targets that reflect our commitment to customer excellence
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Proactively identify and flag opportunities to enhance the customer experience
Who You Are
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A natural problem-solver who enjoys helping others
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Experienced in customer service, ideally within a contact centre (not essential)
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Comfortable using technology and quick to pick up new systems (Zendesk experience is a plus)
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Detail-oriented and able to manage your time effectively
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Clear and confident communicator, both written and verbal
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Enthusiastic about continuous learning and improvement
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Motivated to provide outstanding service and leave a lasting impression on customers
Additional Information
Gousto is for everyone
Whether it’s creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto. Across our business, we lead with inclusivity and strive for equity in all we do; working hard to ensure Gousto is an environment where you can be totally yourself.
Everyone is welcome, and we’re looking for applications from people of all backgrounds and experiences.
We understand that some individuals may require reasonable adjustments to fully participate in the interview process. Please tell us what you need, and we will make every effort to accommodate. (Eg, Extra time or systems accommodations)
