Job Description

About CO2 YOU

CO2 YOU is the UK's fastest-growing gas refill brand, disrupting the sparkling water

industry with a fresh, sustainable approach. From doorstep gas refills to our own

machines and refillable cylinders, we're changing how people stay hydrated - making it

better for them, and the planet.

As we expand across the UK and Europe, we're looking for a smart, energetic and

customer-obsessed

Customer Service & Brand Executive

to join our team full-time

at our HQ in Plexal, Hackney Wick. This is an in-house role that would suit someone

who lives locally or can commute to East London with ease.

If you love helping people, enjoy problem-solving, and want to be part of a mission-led

startup, this role is for you.

The Role

This is a varied, in-house role focused on delivering exceptional customer experiences

and representing the CO2 YOU brand across all touch points. You'll be the first point of

contact for our customers - solving problems, answering questions, and building loyalty.

Based at our East London HQ, you'll work closely with our operations and marketing

teams, feeding insights from our customers back into the business and contributing to

brand initiatives. You'll also collaborate with our AI-powered customer service agent to

streamline responses and improve support workflows - so any experience with AI tools

or prompting is a bonus.

What You'll Be Doing

Deliver outstanding customer support via email, WhatsApp, live chat, and regular phone calls Handle incoming calls with professionalism and confidence - building trust and solving issues efficiently Manage enquiries using tools like Gorgias, Shopify, and internal systems Spot trends, FAQs, and common pain points - and feed insights to the wider team Help write and maintain customer-facing content (FAQs, email templates, guides) Collaborate with our AI-powered support agent and help refine prompts to ensure accurate, human-like responses Represent the CO2 YOU brand with empathy, professionalism, and personality Support customer-facing campaigns, product launches, and engagement initiatives Work closely with the warehouse, operations and marketing teams to resolve issues and keep customers happy Act as a brand ambassador - living and breathing the values of CO2 YOU every day

About You

A natural communicator -

confident on the phone

, warm, and professional in both speech and writing Highly organised, efficient and proactive - you like to take ownership Calm under pressure and quick to find solutions when things go wrong Comfortable using digital tools (Shopify, Gorgias, Google Sheets, etc.) Enthusiastic about learning how to work with AI tools and automations Passionate about customer experience, sustainability and building a standout brand Positive, team-focused, and excited to work in a fast-paced startup environment Willing to be fully based at our Hackney Wick HQ - this is not a remote or hybrid role

Experience & Education

A

minimum 2:1 degree

in a relevant field (e.g. Business, Communications, Marketing, English, etc.) is

required

Alternatively

, at least

2 years' experience

in a customer service or customer-facing role will be considered in place of a degree Strong written and

verbal

communication skills are essential Experience using customer support tools like Gorgias, Zendesk, or similar is a plus Familiarity or curiosity around AI tools (e.g. ChatGPT, customer service bots, prompt design) is a bonus Ideally experience in a DTC, ecommerce, or startup environment

Why Join CO2 YOU?

Join a fast-growing, purpose-led startup with big ambitions Be part of a supportive, driven team based at our HQ in Plexal, Hackney Wick Work side-by-side with the founders and core team - your input will matter from day one Get hands-on experience across customer service, operations, brand and AI-powered workflows Opportunity to grow with the business as we expand across the UK and Europe

How to Apply

Send your CV and a short cover note telling us:

1. Why you want to join CO2 YOU

2. A recent customer experience that impressed you - and what made it great

Please note:

We will only consider applications that meet the minimum criteria

outlined above. If you do not hold a 2:1 degree or have at least 2 years of relevant

customer service experience, your application will not be considered.

Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Work Location: In person

Reference ID: Customer Service & Brand Executive