Customer Care Lead · Remote (UK)

Own the Telos customer journey from first sauna enquiry through installation and the customer's first sauna session.

Responsibilities

• Answer considered sauna enquiries by phone and email and guide customers through bases, electrics, materials, and oils.
• Run the 60-night home trial and coordinate deliveries and installations with operations and workshop partners.
• Feed customer insights into product and operations and build the playbook for future customer-care hires.

Requirements

• Several years in a senior customer-care or concierge role for a considered brand.
• Calm telephone communication and clear writing.
• Ability to identify and escalate delivery, installation, or product problems early.
• UK residence and availability for one Cotswolds day each month.

Compensation and benefits

GBP £38,000–£45,000 per year plus profit share

• Fully remote work within the UK with one monthly atelier day.
• Profit share.
• Direct influence on sauna product, installation, and customer-care operations.