Location: London (Hybrid)Salary: Competitive base salary + bonus scheme + equityReporting to: Head of Operations
Summary
About The Seam
The Seam is building the infrastructure for care & repair in fashion.
Through our platform, customers book repairs and alterations delivered by a distributed network of Makers across the UK. We partner with leading retailers including adidas, H&M Group and Primark to embed repair services directly into the customer journey — reducing returns, improving fit and extending the life of clothing.
Founded in London, The Seam is entering its next stage of growth and we are now looking for a Head of Operations to help scale the business.
The Role
This role sits at the heart of the customer experience at The Seam.
You will be responsible for supporting customers throughout their repair journey — answering queries, resolving issues and ensuring every interaction reflects our commitment to quality and care.
Working closely with the operations team and our Maker network, you will help ensure services run smoothly and customers feel supported at every stage.
Key Responsibilities
Customer Support
- Respond to customer enquiries via email and other support channels
- Provide clear, helpful guidance on repair and alteration services
- Resolve issues quickly and professionally
Booking Management
- Monitor and support customer orders throughout the repair process
- Communicate updates and manage expectations around turnaround times
- Work closely with the operations team to resolve service issues
Customer Experience
- Ensure every interaction reflects The Seam’s brand values and tone of voice
- Identify recurring customer issues and flag opportunities for improvement
- Support the team in maintaining a high standard of customer satisfaction
Operational Support
- Assist with internal processes related to customer orders
- Help maintain accurate records and customer communication logs
- Support the operations team during periods of high demand
What Success Looks Like
Within the first 6–12 months you will have:
- Built strong knowledge of The Seam’s services and processes
- Developed confidence in managing customer enquiries independently
- Contributed to high customer satisfaction and positive feedback
- Helped identify improvements to the customer experience
About You
You enjoy helping people and solving problems.
You are organised, calm under pressure and comfortable working in a fast-moving startup environment.
You care about delivering excellent service and take pride in making sure customers feel supported.
You likely have:
- Around 2+ years experience in customer service or support
- Good organisational and time management skills
- A proactive and solution-focused mindset
- Confidence using digital tools and customer support platforms
- Experience working in a startup or fast-paced environment
- Interest in fashion, clothing care or sustainability
- Experience with customer service platforms such as Zendesk or Intercom
Why Join The Seam
Y ou will be part of a small and ambitious team building a new category in fashion.
This is an opportunity to develop your skills in a growing startup while helping deliver a service that keeps clothes in use for longer.
Compensation
Opportunity for growth: As the company scales
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