Job Description

TOSHI delivers the luxury of convenience.


Join the fashion tech startup that is redefining the world of customer service - winner of the 2022 LVMH Innovation Award, listed in Bloomberg Business' 50 Ones To Watch, in BusinessCloud's 100 ECommerce Trail Blazers, in Country & Townhouse Great British Brands, etc.


TOSHI is a luxury last mile delivery provider that partners with the world's best brands to bring the dressing room experience directly to the client, at home and on-demand. Our network of trained Assistants will bring the client the items they want, within 60 mins delivery slots, at a time scheduled by the client. While at the client's home, our Assistant can wait whilst the client tries the items on, and return any unwanted items back to the store - providing hassle-free shopping for the client and brand.


TOSHI London is based in London Westfield Shepherds Bush, with offices in New York and Los Angeles.


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THE ROLE:

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We are looking for an exceptional Experience & Operations Manager / Associate who will oversee day to day operations and customer experience in London. This will include overseeing scheduling, booking and fulfilment of orders, answering customer queries, supporting our Assistant Network, working with and managing our 3PL partner, and working with our brand partners to provide a premium service on their behalf. This role requires someone who is operationally minded, calm in a fast paced environment, comfortable multi-tasking with a strong eye for detail, as well as excellent personal skills and a passion for superb customer service.


You will be joining the company at a critical time as TOSHI scales quickly to meet increasing demand for home delivery services.


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Responsibilities:

Oversee successful fulfilment of orders from booking to completion, working closely with TOSHI Assistants throughout via our allocation system and Assistant App

- First response to our Luxury brand partners - Troubleshooting issues as they arise from our assistants & stores


- Manage customer inquiries - Managing services, new bookings and adjusting deliveries to provide the perfect TOSHI experience to all clients

Optimization of Experience & Operations team processes and procedures as they stand today. Work with our product and technology teams and COO to help build new tools and features for the TOSHI system by providing data-driven feedback, bug reporting, and new feature requests. Support the Assistant team by attending customer appointments, if needed Work closely with our team of Experience & Operations Managers in New York & LA to share best practice and local experience to ensure TOSHI operations are always robust.

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Looking for:

Experience in a fast paced customer service or operations management Exceptional customer service skills and the ability to exceed expectations for a demanding luxury client base Tech savvy and willingness to test and feedback on a fast-evolving technology stack (you're also comfortable working with multiple tools an systems and will help us streamline systems and workflows over time) Strong execution skills and proven track record thereof Strong networking and relationship-building skills Highly numeric and data driven thought process Availability to work flexible hours (including weekends and evenings) English language proficiency, eligibility to work in the UK

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Contract/Salary:

Competitive salary from 13.00 per hour Fast paced and fun work environment Informal, startup culture Full time position Company pension as benefit Work location is in-person

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Diversity & Inclusion Statement


TOSHI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.