We’re Hiring: Customer Services Manager
Love solving problems, scaling systems, and keeping customers seriously happy?
We’re looking for a Customer Services Manager to take the reins of our clients support team and make it run like a well-oiled, high-performance machine.
They are a fast-growing brand that makes premium products for people who don’t cut corners—and they expect the same from their customer experience. You’ll lead the day-to-day, fine-tune workflows, and coach the team to hit big goals (think response times under 1hr, positive customer experience through the roof, and zero tickets left hanging).
You’ll be the go-to for smart processes, operational excellence, and the kind of customer support that people remember.
Your Objectives Will Include:
Leading the daily performance of customer service teams, both internal and external.
Developing and refining SOPs, workflows, and tools to optimise operations.
Monitor, analyse, and report on key performance indicators (KPIs).
Lead on continuing to maintain an exceptional NPS score.
Onboarding, mentoring, and continuously training team members to maintain service excellence.
Managing complex escalations with empathy, speed, and precision.
Collaborating with eCommerce, fulfilment, and product teams to proactively eliminate friction points and feeding insights back into the business.
Planning team capacity for peak periods and major promotional campaigns.
Driving innovation by implementing automation and self-service solutions to improve customer experience. To Be Successful, You Will Need:
Proven leadership experience in customer service operations (preferably in eCommerce or brand based business)
Strong hands-on experience with Shopify and eCommerce workflows to support the customer journey.
A track record of improving service metrics and operational efficiency.
Analytical mindset with the ability to make data-driven decisions.
Highly organised, calm under pressure, and skilled at prioritisation. Ready to Accept the Challenge?
If you're prepared to lead with precision, enhance customer service operations, and help define the future of our customer experience, we’d love to hear from you