Full-Time Customer Care Agent

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

• Respond to inbound customer contacts via Zendesk, including email, phone, live chat, and social media channels
• Manage sensitive issues such as food safety concerns, delivery complaints, and technical matters with empathy and professionalism
• Resolve customer queries on first contact whenever possible
• Go the extra mile to provide memorable customer experiences that encourage loyalty
• Share customer feedback and insights to support continuous improvement across teams
• Achieve individual and team targets that reflect our commitment to customer excellence
• Proactively identify and flag opportunities to enhance the customer experience

Who You Are

• A natural problem-solver who enjoys helping others
• Experienced in customer service, ideally within a contact centre (not essential)
• Comfortable using technology and quick to pick up new systems (Zendesk experience is a plus)
• Detail-oriented and able to manage your time effectively
• Clear and confident communicator, both written and verbal
• Enthusiastic about continuous learning and improvement
• Motivated to provide outstanding service and leave a lasting impression on customers

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