Customer Service Manager
Location: Remote
Job Type: Full Time
Reports to: Director
A london based fashion brand with a new exciting role to head up our customer service.
About the Role
We’re seeking a proactive and experienced Customer Service Manager to lead our customer support function. This role is perfect for someone who is passionate about creating exceptional customer experiences, building and developing high-performing teams, and continuously improving service operations as we scale.Key Responsibilities
* Lead and manage the day-to-day operations of the customer service team across all channels (email, live chat, phone, and social media)
* Recruit, train, and mentor customer service representatives, ensuring team performance meets or exceeds KPIs
* Develop and implement customer service processes, policies, and standards to drive operational efficiency
* Handle complex or escalated customer issues with professionalism and resolve them effectively
* Use data and customer insights to report on performance, identify trends, and drive continuous improvement
* Collaborate cross-functionally with Operations, Product, Marketing, and Tech teams to improve the end-to-end customer journey
* Oversee the setup and optimisation of customer service tools (e.g., Zendesk, Shopify, Klaviyo)
* Monitor team productivity and maintain a high standard of communication, empathy, and problem-solving
* Champion the voice of the customer within the business
Skills & Experience
* 3+ years of experience in a customer service or customer experience role, with at least 1 year in a leadership/managerial position
* Strong communication, leadership, and people management skills
* Proven ability to resolve high-level issues and work cross-functionally
* Highly organised with a data-driven approach to team performance and customer feedback
* Experience with e-commerce platforms and customer service tools (Shopify, Gorgias/Zendesk, Klaviyo, etc.)
* A customer-first mindset with a calm, solution-focused attitude
* Retail sector is highly considered
Why Join Us
* Join a fast-growing, mission-led brand committed to exceptional customer care
* Influence strategy and play a key role in shaping the customer experience as we scale
* Supportive team culture with room for personal and professional development