Customer Service Agent

About THG

We’re a fast-moving, global technology group that specialises in taking brands direct to consumers. We’re home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity.

We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.

Role - Customer Service Agent

Location – New Jersey, 300 Cedar Ln Suite A, Edison, NJ 08817, United States

Salary - $18 per hour

Shift Pattern- 9am – 5pm EST (Subject to change)

Life at THG –

Life at THG is dynamic, innovative, and collaborative. We’re a forward-thinking company where passionate individuals come together to shape the future of digital commerce. Our culture values decisiveness, ambition, and leadership fostering an environment where employees can thrive both personally and professionally. We support a flexible, inclusive workplace that encourages diversity and work-life balance. With opportunities for continuous learning, career progression, and a strong emphasis on well-being, THG offers a place where you can truly make an impact.

Join us and be part of a global team that’s redefining the digital landscape.

About THG Ingenuity –

THG Ingenuity is the operational infrastructure and digital hub which supports THG Beauty and THG Nutrition, delivering excellence throughout the supply chain and customer experience. THG Ingenuity is a cutting-edge digital commerce division within THG, a global leader in e-commerce and technology solutions. We specialize in providing comprehensive end-to-end digital solutions for brands and businesses across industries, empowering them to scale, innovate, and optimize their online presence. Our global end to-end tech platform is comprised of a variety of products: THG Commerce, THG Studios, THG Fulfilment & THG Orbit.

THG Orbit is our award-winning, accredited Customer Service and Experience solution, offering world-class support to THG brands and Ingenuity clients. We optimise services, enhance customer experiences, and foster brand loyalty, ensuring a seamless journey from start to finish. We proactively identify and implement optimisation opportunities. Beyond scaling brands, THG Orbit enhances automation, reduces costs, and drives performance through digital innovation and efficiency.

Job Responsibilities –

The role will be based in a newly established US office, where the chosen individual will be responsible for building a strong customer service presence to support all brands and client needs across the US territory.

You will be the first point of contact across our Customer Service platforms, supporting customers across our many Ingenuity brands! You will ensure that all customer inquiries, issues, and complaints are addressed promptly and professionally, maintaining the company’s reputation for excellent service. So, if you’re ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you!

Work towards achievable department targets while maintaining high-level quality at each point of contact.

Engaging with customers daily in a polite, professional manner.

Assisting customers with all queries regarding product advice and general customer service queries.

Working across multiple platforms such as phone calls, live chat, social media and emails.

What skills do you require to be successful?

Communication: Clear and effective communication with both customers and team members, including active listening and conflict resolution.

Excellent written and verbal skills: Must maintain a high level of quality throughout all customer interactions.

Customer-Centric Approach: Empathy and focus on delivering exceptional service, ensuring customer satisfaction and loyalty in a professional manner.

Problem-Solving: Ability to quickly analyze issues and find effective solutions, especially in challenging or high-pressure situations.

Decision-Making: Confident and timely decision-making, particularly when handling customer issues.

Adaptability: Flexibility in responding to changing customer needs, business priorities, or operational challenges.

Requirements -

Must have at least 1+ years in a call Centre environment or Customer Service role.

What’s in it for you?

10 Paid Holidays
Office Location: Edison, NJ
Medical, Dental, Vision plans
401K matched up to 5%
Generous PTO (Paid Time Off)
Short and long-term disability
Exclusive employee discounts on THG Brands

#LI-Onsite

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.

Customer Service Agent

Apply for this job