We are always on the
lookout for new KAI members.

The Senior Customer Experience Manager is the person who will own KAI's customer care experience after purchase. From first contact through to resolution and work work across Operations, Marketing, Product and out fulfilment partner to improve the wider post purchase journey.

You will be responsible for the quality, consistency, and continuous improvement of Kai Collective's entire post-purchase journey, from first contact to final resolution.

This is a hands-on leadership role: you will personally manage customer communications via Gorgias, own escalations, returns, and reviews, and lead the CX team day-to-day. You will sit at the intersection of customer insight and operational delivery, identifying recurring fulfilment and product issues and working cross-functionally to resolve them at the root. Reporting directly to the Head of Operations, this role is critical to protecting the Kai brand experience and growing customer lifetime value.

Customer Service Delivery & StandardsYou are accountable for setting and monitoring service standards among the CX team across email, DMs, and any other active channel. You are accountable for SLAs, tone, and first-contact resolution rates.

• Own and enforce SLA targets across all channels (email, DMs, social); ensure the team meets them consistently, including during launches and peak periods.
• Personally handle complex, escalated, or sensitive customer interactions that require senior judgement or brand-level decisions.
• Set and maintain a clear, warm, and brand-aligned tone of voice across all customer-facing communications.
• Build, maintain, and continuously improve the Gorgias macro library so the team can resolve routine queries accurately and at speed.
• Define and own the returns and refund process end-to-end; ensure it is clear, fair, and consistently applied.
•  Monitor ticket queues daily; proactively manage backlog and prioritise by urgency, sentiment, and impact.
• Develop and maintain a comprehensive FAQ and self-service resource for customers to reduce inbound volume.

Team ManagementYou will directly manage the CX team, setting clear expectations, developing their skills, and holding them accountable.

• Manage, coach, and develop direct report(s) - including regular 1-on-1s, structured feedback, and performance reviews.
• Set clear daily and weekly priorities for the CX team; ensure workload is distributed effectively, especially around launches and peak periods.
• Build out a drop-period playbook (roles, divide-and-conquer assignments, standby rota) so the team is never caught unprepared.
• Identify training needs and build team capability in Gorgias, Shopify, Mintsoft,and Extensiv..
• Cover escalations

Gorgias & CX OperationsYou will be the internal owner of Gorgias - responsible for its configuration, reporting, and ongoing optimisation.

• Own Gorgias as the team's primary CX tool: maintain workflows, rules, macros, tags, and views.
• Build and monitor dashboards for key CX metrics: response time, resolution time, CSAT, ticket volume by category, and first-contact resolution rate.
• Report weekly on CX performance to the Head of Operations; surface trends, risks, and recommendations clearly.
• Identify and implement automation opportunities within Gorgias to reduce manual handling without sacrificing tone.
• Ensure all integrations (Shopify, returns, review platforms) are set up and functioning correctly.

Escalations & ReturnsYou will make decisions on escalated cases within agreed finance and policy limits, escalating material, legal, safety and reputation matters to the Head of Operations & Founder

• Define and document a clear escalation framework; ensure every team member knows exactly when and how to escalate.
• Own complex cases: lost orders, failed replacements, payment disputes, and any ticket requiring a commercial decision.
• Manage the returns process on Shopify and liaise with the warehouse/3PL on returns receiving, condition checks, and restocking.
• Track escalation and return patterns; surface root causes to the wider operations and product teams.

Customer Reviews & FeedbackYou will actively manage Kai's review presence and use customer feedback to drive operational improvement.

• Own the brand's review presence across all platforms; respond to reviews promptly and in line with the Kai tone of voice.
• Build a structured approach to encouraging post-purchase reviews from satisfied customers.
• Compile a monthly customer feedback report - themes, sentiment, verbatim examples - and present key findings to leadership.
• Identify the top recurring complaints and positive signals each month; translate them into actionable recommendations.

Post-Purchase Journey & Continuous ImprovementYou will own the customer experience from order confirmation to final delivery and beyond, working cross-functionally to close gaps.

• Map and audit the full post-purchase journey; identify friction points and own their resolution.
• Work with operations and fulfilment to address recurring issues (delays, incorrect items, damaged goods) at the source.
• Own customer communications around shipping delays, launch queues, and fulfilment exceptions proactively, not reactively.
• Feed product quality and packaging issues back to the product and operations teams with evidence from tickets.
• Track customer lifetime value and repeat purchase behaviour; flag risks to retention and propose remedies.
• Lead quarterly reviews of the post-purchase experience and present a structured improvement roadmap to the Head of Operations.

• 3 - 5 years of experience in a senior customer experience or CX operations role, ideally in fashion, e-commerce, or a D2C brand.
• Hands-on expertise in Gorgias - you have built macros, workflows, and reports yourself, not just supervised others doing it.
• Proven experience managing a small team: setting priorities, giving feedback, and developing junior staff.
• Strong analytical mindset - you are comfortable in data, can spot patterns in ticket trends, and translate them into action.
• Excellent written communicator with a natural ability to adapt tone: warm and empathetic with customers, clear and direct with internal teams.
• Solid working knowledge of Shopify, and familiarity with warehouse/3PL workflows (Mintsoft or similar is a plus).
• Calm under pressure and decisive when it matters - you make good calls quickly during launch periods or sensitive escalations.
• Proactive by default: you identify and fix problems before being asked, and you hold yourself to a high standard of delivery.

Please email careers@kaicollective.com with your CV and cover letter

This is a rare opportunity to define the footwear vision for a cult-loved brand. We want to create shoes that feel just as empowering and distinctive as our ready-to-wear - shoes that people want to live in, dance in, and be seen in. You’ll be responsible for the creative and technical design of Kai’s first footwear styles. From concept to sampling, you’ll work closely with the team to develop original, design-led shoes that combine comfort, function, and flair.

This is a fixed-term contract of 3 months, with the possibility of extension depending on project needs and performance.

• Lead the design and development of Kai Collective’s debut shoe styles.
• Research trends, materials, and construction techniques to create forward-thinking, fashion-conscious footwear.
• Produce initial concept sketches, mood boards, and technical drawings.
• Develop tech packs with clear specifications for prototyping and production.
• Sourcing materials and manufacturing partners. 
• Review samples and refine designs based on fit, comfort, and feedback.
• Align designs with Kai’s overall brand aesthetic and seasonal direction.
• Maintain production budgets and negotiate rates where needed.

• Have a strong portfolio that showcases original footwear design (heels, flats, boots – we’re open to a range of silhouettes).
• Understand both the creative and technical side of shoe design.
• Are skilled in Adobe Illustrator and/or footwear design software.
• Have experience developing footwear products from concept to sample stage.
• Are passionate about bold, wearable design with storytelling at its core.
• Are collaborative, resourceful, and excited by building something from the ground up.
• Understand or are excited to learn about the Kai Collective customer and what makes her feel powerful.
• Experience with 3D or CAD design.

Please email careers@kaicollective.com with your CV, a cover letter and a relevant portfolio with examples of your production and design work.

As we expand into accessories, we’re looking for a visionary Jewellery Designer to help bring our vision to life focusing mainly across Jewellery and Sunglasses. This is an exciting opportunity to shape a new category within a growing, culture-driven brand.

You’ll be responsible for designing bold, unique, and commercially viable Jewellery that feel distinctly Kai. From concept to sample stage, you'll work closely with our team to create standout pieces that complement our ready-to-wear collections and speak to our audience.

This is a fixed-term contract of 3 months, with the possibility of extension depending on project needs and performance.

• Design jewellery and sunglasses that are aligned with Kai Collective’s aesthetic,
  values, and storytelling approach.
• Research trends, materials, and silhouettes to inform and inspire design direction.
• Create initial concepts, moodboards, sketches, and technical drawings.
• Develop detailed tech packs for sampling and production.
• Source and recommend materials and manufacturing partners where possible.
• Review prototypes and samples, providing clear feedback for improvements to
  manufacturers.
• Maintain a strong understanding of accessory trends and how they relate to our customer and market positioning.

• Have a strong, directional portfolio showcasing accessories (jewellery and sunglasses
  are key).
• Understand how to merge aesthetics with functionality in a way that still feels fun
  and elevated.
• Are deeply inspired by fashion, art, culture, and identity.
• Have experience working with manufacturers and suppliers.
• Are confident in Adobe Illustrator and Photoshop (or similar design tools).
• Are highly organised, self-motivated, and comfortable working independently.
• Have a good understanding of the Kai Collective brand and community - or are
  excited to get to know them.

Must Have:

• Experience with 3D or CAD design.

Please email careers@kaicollective.com with your CV, a cover letter and a relevant portfolio with examples of your production and design work.

As we expand into accessories, we’re looking for a visionary Accessories Designer to help bring our vision to life focusing mainly across bags, shoes and hats. This is an exciting opportunity to shape a new category within a growing, culture-driven brand.

You’ll be responsible for designing bold, unique, and commercially viable accessories that feel distinctly Kai. From concept to sample stage, you'll work closely with our team to create standout pieces that complement our ready-to-wear collections and speak to our audience.

This is a fixed-term contract of 3 months, with the possibility of extension depending on project needs and performance.

• Design bags and shoes that are aligned with Kai Collective’s aesthetic, values, and
  storytelling approach.
• Research trends, materials, and silhouettes to inform and inspire design direction.
• Create initial concepts, moodboards, sketches, and technical drawings.
• Develop detailed tech packs for sampling and production.
• Source and recommend materials and manufacturing partners where possible.
• Review prototypes and samples, providing clear feedback for improvements to
  manufacturers.
• Maintain a strong understanding of accessory trends and how they relate to our customer and market positioning.

• Have a strong, directional portfolio showcasing accessories (bags and shoes are key).
• Understand how to merge aesthetics with functionality in a way that still feels fun
  and elevated.
• Are deeply inspired by fashion, art, culture, and identity.
• Have experience working with manufacturers and suppliers.
• Are confident in Adobe Illustrator and Photoshop (or similar design tools).
• Are highly organised, self-motivated, and comfortable working independently.
• Have a good understanding of the Kai Collective brand and community - or are
  excited to get to know them.
• Experience with 3D or CAD design.

Please email careers@kaicollective.com with your CV, a cover letter and a relevant portfolio with examples of your production and design work.

We are looking for a creative, detail-oriented Womenswear Designer to join our team. You’ll be responsible for designing innovative, high-quality collections that reflect our brand DNA, from concept through to production. You’ll bring fresh ideas, a deep understanding of trends, fabrics, print, shape and colour, as well as a strong technical foundation to ensure each piece embodies our vision while meeting commercial goals.

This is a fixed-term contract of 3 months, with the possibility of extension depending on project needs and performance.

• Research and develop seasonal concepts, mood boards, and colour palettes aligned with Kai Collective’s aesthetic and customer.
• Design and develop womenswear collections, including sketching, technical drawings, and CADs.
• Create original print designs and collaborate on textile development.
• Source fabrics, trims, and materials in line with sustainability and quality standards.
• Work closely with the design team to ensure designs are technically sound and production-ready.
• Prepare detailed tech packs for sampling and production.
• Oversee sampling process, fittings, and garment construction adjustments.
• Stay informed on fashion trends, market shifts, and customer insights to influence design decisions.
• Collaborate cross-functionally with marketing, e-commerce, and production to ensure brand consistency and product success.

• An extremely high attention to detail.
• Extremely organised.
• Proficiency in Adobe Illustrator, Photoshop, and CAD software.
• Proven experience as a womenswear designer.
• Strong understanding of garment construction, pattern making, and fabrics.
• Ability to work in a fast-paced, small team environment.
• Experience in print and textile design is highly desirable.
• Passion for empowering women and creating designs with meaning.

Please email careers@kaicollective.com with your CV, a cover letter and a relevant portfolio with examples of your production and design work.

This is a rare opportunity to be part of building Kai Collective’s menswear identity from the ground up. You’ll be responsible for designing collections that reflect our brand ethos while pushing the boundaries of modern menswear. You’ll work closely with our founder and creative team to conceptualise, design and bring to life collections that sit at the intersection of culture, fashion, and self-expression.

This is a freelance role with the potential to become full-time based on performance.

• Research and interpret cultural movements, style trends, and customer insights to guide design direction.
• Develop concepts, sketches, technical drawings, and mood boards for seasonal collections.
• Design across categories such as ready-to-wear, tailoring, knitwear, and statement pieces, with a strong focus on prints and fabric innovation.
• Source and develop fabrics, trims, and finishes that align with Kai’s design aesthetic.
• Attend fittings and provide feedback to refine silhouettes, fit, and finish.
• Ensure every collection feels uniquely Kai while appealing to the menswear market.

• Proven experience in menswear design (portfolio required).
• Strong understanding of garment construction, textiles, and fit.
• Proficiency in Adobe Creative Suite (Illustrator, Photoshop, InDesign) and CAD.
• Strong creative vision with the ability to translate abstract ideas into commercial yet distinctive designs.
• Passion for storytelling and fashion as a vehicle for cultural expression.
• Collaborative, proactive, and comfortable working in a small but ambitious team.

• The opportunity to define and build Kai Collective’s menswear line from its inception.
• Creative freedom within a supportive, collaborative environment.
• Growth opportunities within a small, dynamic, and ambitious brand.

Please email careers@kaicollective.com with your CV, a cover letter and a relevant portfolio with examples of your production and design work.