Telos Studio Ltd
Customer Care Lead · Remote (UK)
United Kingdom · Full-time · GBP £38,000–£45,000 per year plus profit share
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.
Role capability profile
What this role connects to
This profile combines the employer listing's structured fields with the primary role family.
Functional focusguest servicesreservationscustomer successservice coordination
Systems touchedCustomer careSauna installationElectrical planningOperations
Asset and settingSauna manufacturerbathhouse front desksreservation centers
Risk and training contextguest conflictprivacy and payment handlingshift coveragetechnical escalationService and booking-system trainingCPR/AED or first aidProduct training