Customer Services Manager
About Us:
At Noted Aromas, we're on a mission to make high-quality fragrances accessible to everyone. Born in the UK and built by a passionate team of fragrance experts, we create scents inspired by timeless favourites that people can enjoy every day.
We're a growing, fast-paced business with big ambitions and we know our success comes from the people behind it. That's why we foster an open, collaborative, and inclusive culture where ideas are encouraged, talent is developed, and every team member plays a part in shaping our journey.
Joining Noted Aromas means more than just a job. It's an opportunity to be part of a company that values creativity, celebrates individuality, and is redefining what everyday luxury can mean.
The Role:
We're searching for a proactive, strategic, and people-focused Customer Services Manager to design, lead, and grow our customer support operation. This is a rare chance to help build and shape the department: setting the vision, creating processes, implementing tools, and creating the culture that will define how our customers experience Noted. Aromas for years to come.
Key Responsibilities
* Develop and implement a customer service strategy aligned with company goals and brand values.
* Build scalable processes, policies, and guidelines for customer interactions across email, live chat and social channels.
* Select and implement customer service platforms, tools, and reporting systems.
* Build, lead, and mentor a high-performing customer service team as the business grows.
* Act as the voice of the customer within the company, identifying insights, spotting trends, and partnering with internal teams to elevate the end-to-end customer experience.
* Set KPIs and service standards, ensuring timely, empathetic, and effective support.
* Resolve escalated cases and complex customer issues.
* Drive continuous improvement initiatives in quality, training, and customer satisfaction.
Skills
* Proven experience in a customer service leadership role, ideally within a fast-growth ecommerce or consumer brand.
* A builder mentality, you thrive in the blank space and enjoy turning ideas into functioning, scalable systems.
* Strong communication and interpersonal skills, with a passion for delivering customer-centric experiences.
* Experience implementing customer service software and establishing KPIs.
* Ability to work collaboratively across teams, influencing stakeholders through insights and empathy.
* A calm, solutions-focused mindset when navigating challenges.