Work at FRAHM Jacket

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HIRING! Customer Experience Specialist

 

Full time. Flexible & remote working offered.

 

Includes full private medical care, dental & optical. 25 holiday days per year, pro rate. Staff FRAHM product allowance & discount.

 

We expect to make a decision in September 2025.

 

You must follow the instructions below!

 

Ambitious yet kind? Feel underused, undervalued, or uninspired in your current role? Want to help build something fast-growing with a team that gives a damn about quality, customers, and each other?

Take your work seriously, but not yourself? Want to work at a company that values honesty, real life, and purpose, not just performance? If so, keep reading.

 

We’re FRAHM Jacket

 

We design the best possible jackets for men’s real lives: ultra high quality, detailed, great fit, service & a brand with meaning & substance. We are honest about real life. Our motto is “Tough Beautiful”, as real life is. We are partnered with mental health charity CALM. We mean & do what we say. 

We operate a zero-waste pre-order model that’s growing fast, making jackets that last. Slow style, not fast fashion. 

That approach has worked. We’ve doubled in size many times over. Now we’re building a stronger team to match.

 

Who We’re Looking For

 

This role is central to how FRAHM grows in the next phase, not as a support function, but as a revenue-driving, brand-building position.

We are a premium, high-trust brand. Customers buy multiple times. They refer friends. They leave exceptional reviews. But only if their entire experience, especially customer service, matches the price and the promise. This person is the human face of that promise. They are not just maintaining standards; they are building something long-term and foundational.

You’ll be treated like a grown-up here. That means respect, maturity, flexibility, and decency. No ridiculous hours. No performative ‘hustle’. But in return, we expect high standards, constant progress and genuine care.

You should want to grow, but also to help others grow. Be confident, not cocky. Curious, not complacent. You don’t have to have all the answers, just the guts to figure things out with us.

 

Role Description:

 

Reporting into the Operations Director, but also working closely with the Creative Consultant and Managing Director, we are looking for a Customer Experience Specialist.

This is a hybrid role spanning customer service, community engagement, and brand support operations. It's a people-first role, with emotional intelligence and operational reliability in equal measure.

Approximate time split:

- 60%: Customer service: warm, intelligent, proactive support. 

- 30%: Community and VIP relationships: building loyalty and long-term value. 

- 10%: Brand ops: support with shoots, events, samples, and coordination.

 

What You’ll Do:

 

Customer Service

. Respond to day-to-day queries using Gorgias. Create meaningful relationships with customers, for example seek to delight, not just resolve.

. Focus on high-value customers, repeat buyers, passionate advocates. You will be provided a VIP budget to use at your discretion. 

. Handle core logistics: returns, exchanges, sleeve alterations, refunds, all managed smoothly and accurately. 

. Have a good understanding of the systems we use (Shopify, Swap, Gorgias, our 3PL) to ensure they are working together well, helping resolve any issues. 

. Report on customer query types, frequency, timing etc.. to improve the service FRAHM provides.

 

VIP & Community 

. Help design and implement a VIP loyalty programme — preferably not points or discounts, but exclusive moments and emotional rewards. 

. Propose, support and co-ordinate FRAHM-hosted events, for example hotel gatherings, nature walks, meetups, jacket fitting sessions, working with the Creative Consultant to create content for the events, and the Marketing & eCommerce Exec to gather email leads. 

. Attend events and pop-ups to meet customers in person, in order to create bonds with customers & provide insights to help strengthen the business. 

. Be able to speak knowledgeably about the FRAHM range, fit, materials, and purpose. 

. Contribute ideas to continuously improve FRAHM, for example ideas for community-driven campaigns, how to drive email sign-up, how to speak to customers on ads.

 

Brand Support Operations 

. Be the go-to helper for Marketing and Creative on creative tasks with an operational element. 

. Support on photoshoots: book locations, manage samples, liaise with the team on-site, manage shot lists etc.

. Responsibility for managing jacket samples 

. Coordinate simple logistics tasks — booking couriers, following up with partners.

 

Requirements 

. 2+ years experience in a customer facing role, ideally at an eCommerce consumer brand, but we want to hear from you if you have hands-on experience representing a brand or within community engagement.

. Comfort using digital platforms. Ideally experience with Gorgias, Swap & Shopify.

. Ideally, some experience with event coordination, customer loyalty, or community-building initiatives.

. Has worked in a small agile team and is used to wearing many hats, being proactive and happy to pitch in.

. An understanding of what it takes to build meaningful brand relationships with customers.

 

INSTRUCTIONS! (It’s a test)

We need something personal from you. CVs are okay, but we want to know the person, not some neatly typeset bullet points.

1. Contact us by emailing jobs@frahmjacket.com

2. The subject line should be your name and the role title. 

3. Tell us in one honest paragraph your customer philosophy and vision for FRAHM. 

4. Tell us in a second paragraph why you’d be great for FRAHM. 

5. Tell us in a third paragraph what experience you have had that will make you outstanding for FRAHM.

 

Bear in mind that we do get lots (and lots) of applications, so we only reply to folks that we want to chat to.

 

Good luck!