Customer Support Specialist

About Pact Coffee

At Pact, we’re obsessed with incredible coffee. We seek out the world’s best coffee growers - farmers whose skill and dedication produce coffees of rare quality. Our role is to honour that work - by roasting with precision, making every step effortless for our customers, and holding ourselves to the same uncompromising standards. We want every cup to reflect the care of the grower, the rigour of our team, and the unmistakable pleasure of coffee at its best.

As a proud B Corp, we’re committed to doing business the right way. That means we’re held to account - for how we trade, how we treat people, and how we treat the land we use.

Collaboration is at the heart of everything we do, from working closely with growers to working as a team to improve how we bring quality coffee to our customers. If you share our infectious enthusiasm for exceptional coffee and want to make a real impact, we’d love to hear from you.

The Role

We’re looking for a friendly, customer-obsessed Customer Support Specialist to be a front-line ambassador for our brand and deliver exceptional experiences to our customers.

You’ll be handling customer queries with empathy and efficiency, providing expert advice on beans, brewing, and more, and ensuring every interaction leaves customers feeling supported, heard, and inspired to enjoy better coffee at home.

You will be at the heart of our operation, helping customers with orders, troubleshooting issues, sharing brewing know-how, and championing customer feedback across the business. If you love speciality coffee and enjoy solving problems for people, this role is for you.

Requirements

What you'll be doing

• Providing exceptional customer service to a range of customers, from at-home consumers to coffee shop owners to office managers.
• Becoming an expert on our full coffee range, including origins, processing methods, roast profiles and flavour notes
• Providing practical guidance on home brewing methods (V60, Aeropress, Espresso, Cafetiere and more) to help customers achieve the best cup
• Managing and troubleshooting customer order issues, including deliveries, grind specifications and coffee selections
• Responding promptly and empathetically to customer queries across phone, email, live chat and social channels
• Handling the full order lifecycle, such as placing orders, tracking deliveries and resolving logistics issues with fulfilment partners
• Processing returns, exchanges and refunds in line with company policy, including perishable goods
• Aiming for first-contact resolution wherever possible and escalating recurring or technical issues to relevant teams
• Collecting and documenting customer feedback to help drive product, website and service improvements

What we're looking for

• A genuine passion for speciality coffee; barista or home-brewing experience is a strong plus
• 1-2 years’ experience in customer service, ideally in e-commerce or speciality food & beverage
• Exceptional written and spoken communication skills with an enthusiastic, friendly tone of voice
• High empathy and resilience when dealing with frustrated customers or delivery issues
• Strong problem-solving skills and a proactive approach to resolving product or logistics queries
• Confidence using CRM/helpdesk tools such as Zendesk or Gorgias, and order management systems
• A curiosity and eagerness to keep learning about coffee origins, brewing methods and flavour

Benefits

Our Head Office is in London Bridge, a stone's throw from The Shard, but we offer a hybrid, flexible working environment. We have an engaged, collaborative approach to work, a supportive leadership team, and our perks are great.

Here are some of the benefits we currently offer:

• 24 days holiday (increasing annually up to 27 days) plus 2 days extra between Christmas & New Year
• Hybrid working model (our office days are Tuesday-Thursday)
• Flexible working core hours (10–4)
• Monthly at-home coffee allowance

Application deadline: Sunday, 8th February.