Hello, we’re SURI (Sustainable Rituals) — we’re on a mission to radically transform oral care for people and planet, with beautiful everyday essentials designed for life.For like-minded individuals who already believe in the power of sustainable choices, we aim to create personal care products that are more sustainable, beautiful, and convenient alternatives. We seek to continually push the boundaries of what is possible and invite honest conversation on our collective journey.Since launching our sustainable sonic toothbrush in 2022, we’ve delighted over 300k customers across the UK, Europe and US. In doing so, SURI has risen to become the highest-rated electric toothbrush on Trustpilot, while achieving B-Corp certification and securing listings in major US and UK retailers. As well as garnering widespread media attention, SURI has also picked up numerous prestigious industry awards including The Grocer Startup of the Year, Red Dot Design Award, and the Marie Claire Sustainability Award.Why this role matters

At SURI, we’re building more than just toothbrushes, we’re building a movement for better oral care and a more sustainable future. Our customers are at the heart of this journey. Every interaction is a chance to strengthen trust, spark advocacy, and create a community that reflects our mission.We’re looking for a

Customer Experience and Community Manager

to join our team. Reporting to the CX Lead, you’ll be the bridge between our customers, our CX team, and the wider business. You’ll combine hands-on community engagement with CX projects like automation, FAQs, and reporting, helping us scale, improve, and delight customers at every step.What you’ll do

Community and Customer VoiceBe the voice of SURI across Instagram, TikTok, LinkedIn, and Trustpilot (DMs, comments, tags, reviews).Keep our tone of voice consistent, warm, and values-driven across all public channels.Surface and share powerful community moments - UGC, testimonials, advocacy stories.Create thoughtful “surprise and delight” experiences to build loyalty.Document and share community themes and sentiment shifts with the wider team.Manage training and quality of outsourced CX agents who support on socialsInsights and ReportingSpot recurring questions, pain points, and opportunities across socials, inbox, and reviews.Feed insights into monthly reports for the wider business.Monitor sentiment and provide early warning signals for product, process, or reputation issues.Help track key CX metrics (response time, contacts, CSAT, Trustpilot, review volume)CX Projects and AutomationSupport projects to improve our tools and workflows: automation pilots, macros clean-up, FAQ refreshersSupport the rollout of new CX tools with testing and documentation.Keep our FAQs, help content, and macros clear, accurate, and up to date.Find ways to reduce repetitive work and make support faster and more seamless for customers.Customer Logistics CommsOwn customer-facing comms when stock or logistics impact CX (out-of-stock updates, backorders, replacements).Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations.Cross-Functional CollaborationShare customer insight with Brand to shape campaigns, Product to guide development, and Sustainability to keep messaging transparent.Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience.Champion the voice of the customer in cross-functional planning and reviews.What’s not in scopeDirect people management of CX agentsCampaign influencer outreach or PRPaid media or brand campaign managementExperience and skills2–4 years’ experience in customer experience, community management, or a related role.Excellent written communication skills, with the ability to adapt tone of voice across different platforms.Comfortable handling social media engagement (DMs, comments, reviews) in a brand-aligned way.Experience with customer support platforms (e.g. Gorgias, Zendesk, Freshdesk) and social engagement tools.Skilled at turning customer insights into clear reports and actionable recommendations.Solid organisational skills, able to juggle projects like FAQ updates, automation, and reporting.Analytical mindset with ability to track and interpret CX metrics (CSAT, response time, sentiment, review volume).Familiarity with optimising CX tools and systems, and introducing new ones to improve efficiency.Ability to collaborate cross-functionally with other departments.Mindset and approachCustomer-obsessed, with a genuine passion for building trust and advocacy.Proactive, resourceful, and comfortable taking ownership of projects end-to-end.Detail-oriented but able to see the bigger picture and connect insights across channels.Excited about sustainability and motivated by SURI’s mission to change oral care for the better.Thrives in a fast-paced, scaling environment, balancing both hands-on execution and strategic input.Helpful experienceExperience working with outsourced CX partners or BPOs.Background in ecommerce or direct-to-consumer brands.Experience engaging customers on review platforms.25 days annual leave, plus bank holidays and an additional day for your birthdayFlexible working hoursHybrid working - up to 2 days working from home each weekBupa Private Healthcare and Dental coverIncome Protection and Life Assurance1 Charity Day per yearCentral London offices- based in London Bridge; a stone’s throw from Borough Market4x “Work from Anywhere” weeks, with no requirement to be in the office those weeksAccess to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staffMonthly social events, organised by different team members5x free toothbrushes every year£1000 personal development budget each year, per employeeFantastic career opportunities; with the chance to grow as SURI doesRoss Fridays; dreamed up by our Head of Commercial, Ross; a Ross Friday gives you the opportunity to finish at 3pm on a Friday of your choosing every monthFresh fruit and snack orders every weekCycle to Work scheme, and Electric Bike Cycle to Work schemeRegular product swaps with other fantastic companiesAt SURI, we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our dynamic, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive.Please let us know if you require any reasonable adjustments to be made for the recruitment process.

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