At MuscleSquad, fitness is more than a product, its a promise. We put the customer at the heart of everything we do, which is why were proud to be one of the highest-rated fitness equipment brands on Trustpilot in the UK. As a fast-growing e-commerce business, our reputation is built on trust, clarity, and communication. Were now looking for a Customer Service Manager who understands online retail, cares deeply about customer experience, and isnt afraid to roll up their sleeves. The Role As Customer Service Manager, youll lead our office-based support team in Milton Keynes and take ownership of the full customer journey, from pre-purchase questions to post-delivery support. Youll balance team leadership with hands-on involvement, setting high standards for written and verbal communication while ensuring customers receive fast, clear, and confident support across email, live chat, and phone. This role is ideal for someone who thrives in e-commerce, understands logistics and stock challenges, and sees customer service as a competitive advantage. Key Responsibilities Set and maintain exceptional standards of written customer communication Confidently handle phone-based customer queries and escalations Ensure the customer experience reflects our Trustpilot reputation Oversee daily operations across email, live chat, and phone channels Work closely with warehouse, logistics, and sales teams Monitor KPIs including response times, resolutions, and customer satisfaction Improve processes to support growth in a high-volume online retail environment What Were Looking For Proven experience in a customer service leadership role, ideally within e-commerce or retail Exceptional written communication skills with a strong attention to tone and clarity Comfortable and confident speaking to customers on the phone Strong problem-solving skills and a calm, customer-first mindset Experience managing team performance and service KPIs Passion for fitness, training, or performance-led brands Desirable (But Not Essential) Experience using Gorgias, Shopify, or similar e-commerce platforms Understanding of stock management or order fulfilment systems Background in DTC, e-commerce, or logistics-led environments What We Offer Competitive salary based on experience Office-based role in Milton Keynes Opportunity to lead customer experience for a trusted fitness brand