Customer Experience Manager

MOST PEOPLE FIND US AFTER THEY'VE TRIED EVERYTHING ELSE

KURK is a curcumin biotech company that happened to create its own brand.

Our founders started it because nothing on the shelf was good enough for them to take themselves, one a CEO diagnosed with cancer at 34, the other a doctor who had been through his own. Six years of research in our own London lab produced a plant-based micellar curcumin formula that is 185× more absorbable than the powders and pills that dominate the market.

We research it, formulate it, manufacture it and ship it ourselves. An Innovate UK-backed partnership with Swansea University puts a researcher at the bench alongside our team. And we sell direct, on subscription, to people in the UK, Australia, the US and the EU.

Which means there is no call centre between us and them. When a customer writes to KURK, they reach us.

THE ROLE

You will own what it feels like to be a KURK customer.

Not a queue. Not a ticket target. The whole experience from the first question someone asks before they buy, to how easily they manage their subscription, to whether the community around the product is somewhere they actually want to be.

It is a lead role. You will report to our CEO and Co-Founder, take on our existing support team, and sit alongside our marketing, product and analytics leads. Fully remote, Philippines-based, on an independent contractor basis.

WHAT YOU WILL OWN

Being the person customers trust. Our customers are often people who have had a hard few years and are hoping this time is different. They deserve answers that are warm, accurate and followed through. You will handle the sensitive ones yourself, and you will make the rest of the team as good at this as you are.

Building how we do it. Most customer experience leads inherit someone else's process, you will optimize ours: the standards, the escalation path, how we handle it when something goes wrong, and where our AI-assisted replies help versus where a person needs to step in. You decide.

Making the customer experience effortless. Changes, skips, renewals, cancellations. Making it seamless for customer concerns on their orders, product inquiries and payment inquiries allow us to give the best KURK experience through our Customer Service team. Get this right and retention follows on its own.

Helping people decide. A lot of customers ask good questions before they buy, about absorption, about the research, about whether it will suit them. Those conversations deserve a real answer, and answering them well is one of the most valuable things anyone at KURK does.

Building somewhere worth being. A member community that is genuinely useful: welcomes, challenges, expert sessions, a rhythm people can count on. Clinical questions go to our qualified colleagues, you will never be asked to answer something you are not qualified to answer, and we will back you every time you escalate one.

Being the customer's voice in the room. You will see patterns nobody else can. A short weekly read from you on what keeps going wrong goes straight to the people who can fix it and it gets acted on.

WHY THIS ONE IS WORTH A LOOK

• The whole function, not a slice. Care, subscriptions, community and insight all sit with you.
• Real authority. You will build and develop the process rather than inherit one.
• A product you can stand behind. Science you can point to, a lab you can name, and a university partnership you can cite.
• A community half. Most customer experience roles do not have one. This is the part that makes the job interesting.
• A short line to the top. Small team, no layers. What you find out on Monday can be changed by Friday.
• Remote by design. We already work this way across four countries.

WHO WE ARE LOOKING FOR

You have led customer experience somewhere. You are as comfortable fixing a broken process as handling a difficult customer, and you would rather build something properly than firefight forever.

What matters most:

• Experience leading customer experience in an e-commerce subscription business
• Excellent written and spoken English. You will be writing to customers in the UK, Australia and the US
• Confidence with complaints, with coaching a team, and with moderating a community
• Hands-on with customer support platforms, Shopify, and subscription tools such as Recharge
• The judgement to build processes, and to hold it when things get busy
• A service improvement you personally delivered, and the number that moved

Nice to have, not essential:

• A health, nutrition or longevity subscription brand with an active community
• Experience with AI-assisted support tooling, and a clear view of where its limits are
• Klaviyo, Commslayer, Recharge and comfort working with AI tools day to day

If you meet most of this and the role speaks to you, apply. We would rather read your application than have you rule yourself out.

THE DETAILS

• Location: Philippines, fully remote
• Engagement: Independent contractor
• Availability: [hours / overlap with UK business hours]
• Fee: $1,500.00
• Start: November 2026

HOW TO APPLY

No cover letter. We would rather see how you think.

Email with the subject line "CX & Community Lead - your name" and four short things:

• One line: a service improvement you personally delivered, and the number that moved.
• How you would reply to this customer: "I've been taking KURK for six weeks for my knee pain and I don't feel any different. My friend's doctor said turmeric does nothing unless you take huge doses. Honestly this feels like a scam and I'd like to know what you're going to do about it."
• How you would reply to this one: "Please cancel my subscription. I've tried twice on your website and it hasn't worked, and I don't want to be charged again on the 15th."
• One member activity you would run in your first month. What it is, who it is for, and what you would measure. Five lines is plenty.

It should take you about twenty minutes. We read every application that includes all four, and you will hear back from us either way.