Customer Experience & Operations Lead
About INSÉRIF
INSÉRIF is a global brand redefining personalised fashion accessories through timeless design, premium craftsmanship, and effortless personalisation.
Created to elevate everyday accessories into meaningful expressions of individuality, we craft high-quality pieces using both luxury leather and considered alternatives. With personalisation at the heart of everything we do, each product is designed to be truly one of a kind.
Featured in VOGUE, GQ, and more, INSÉRIF stands for quiet luxury, refined detail, and individuality.
As we scale globally, operational excellence and customer experience are central to protecting our brand reputation and enabling our next stage of growth.
The Role
We are seeking a Customer Experience & Operations Lead to take full ownership of our customer service function and operational systems.
This is a transformation role - not just a management position.
You will bring clarity, structure, automation, and measurable performance improvements to a high-volume Shopify environment operating across multiple payment providers, currencies, and international markets.
This is a fully remote role, with occasional travel required for key team meetings and company events.
What You Will Own1. Customer Experience Leadership
* Lead and develop a remote CS team
* Own KPIs: FRT, resolution time, backlog, one-touch rate, CSAT
* Build SLA governance and reporting structure
* Improve review trajectory and brand perception
* Handle escalated and high-risk cases
2. Systems & Automation
* Architect and optimise helpdesk platforms (e.g., Gorgias, CommSlayer, Zendesk or similar)
* Implement AI-driven automation and workflows
* Build structured decision matrices and knowledge bases
* Reduce founder dependency through system design
* Identify and integrate tools that improve efficiency and scalability
3. Operational Alignment
* Oversee order management workflows in a high-volume Shopify environment
* Coordinate with fulfilment and logistics partners to reduce recurring issues
* Improve returns and reverse logistics processes
* Ensure personalisation workflows are accurate and efficient
* Strengthen communication between CS, operations, and product
4. Reporting & Financial Coordination
* Bring clarity and structure to operational and performance reporting
* Work confidently across multiple payment providers and currencies
* Ensure accurate visibility across refunds, replacements, and chargebacks
* Work closely with external accountants (who manage year-end accounts and tax planning) while owning day-to-day operational finance oversight internally
This is not a bookkeeping role - but you must be financially literate and operationally precise.
5. Team & Governance
* Run weekly CS performance meetings
* Implement structured 1:1 reviews
* Recruit and onboard new team members as required
* Maintain rota planning and capacity forecasting
* Build a culture of accountability and operational discipline
* Demonstrate strong leadership experience, with the ability to develop, manage, and motivate high-performing teams
* Ensure consistent translation of brand voice across all customer interactions, maintaining a premium and cohesive customer experience
What Success Looks Like (First 90 Days)
* Ticket backlog materially reduced
* First response time stabilised
* Clear KPI dashboard implemented
* Helpdesk optimised and automated
* AI handling repetitive tickets
* Founders removed from daily CS operations
* Clear operational reporting cadence established
Required Experience
* 5+ years in eCommerce Customer Experience or Operations leadership
* Proven experience rebuilding or optimising helpdesk systems
* Strong Shopify ecosystem knowledge
* Experience managing high-volume ticket environments
* Confidence working across multiple payment providers and currencies
* Strong data literacy and KPI ownership
* Experience leading remote teams and developing a strong, high-performance culture
* Comfortable operating in founder-led, fast-growth environments
Highly Desirable
* Experience improving review and CSAT metrics
* AI automation implementation experience
* Exposure to international logistics and fulfilment optimisation
* Experience scaling DTC brands
* Commercial mindset with operational cost awareness
Working Model
* Fully remote
* Full-time (0.8 FTE / part-time considered for the right candidate)
* Some overlap with UK hours required
* Availability during peak trading periods expected
* Initial 12-month contract with strong intention to become permanent
Why Join INSÉRIF
* Direct founder collaboration
* True ownership and autonomy
* Opportunity to architect a scalable global CX function
* Fast-growing international brand
* Real impact on commercial performance and brand perception
Compensation
Competitive and dependent on experience, transformation capability, and scope alignment.
How to Apply
Please submit your CV along with a short cover letter outlining:
* Why you are a strong fit for this role
* Your experience leading customer experience and operational transformation
* Examples of measurable impact you have delivered (e.g., KPI improvement, automation implementation, backlog reduction, cost savings)