Customer Service Manager – Seventh Location: London (Hybrid)
Job Type: Full-time
Seventh is a contemporary fashion brand rooted in minimalism, high-quality craftsmanship, community and effortless style. With a growing global presence, we are committed to delivering an exceptional customer experience that reflects our brand value whilst connecting with our community. We are now looking for an experienced Customer Service Manager to lead and enhance our customer support operations.
As the Customer Service Manager, you will be responsible for managing and optimising customer support across multiple channels, ensuring seamless communication, efficient issue resolution, and a consistently excellent customer experience. You will report to the CEO and work closely with operations, logistics, and marketing teams to uphold Seventh’s high standards of customer engagement.
Customer Service & Communication
Manage all customer service interactions across email, Zendesk, WhatsApp, social media (Instagram).
Adhere to Seventh guidelines to ensure brand tone and consistency in all interactions.
Utilise and build on our SLP (Seventh Loyalty Programme) to ensure loyal customers receive excellent customer service and feel valued.
Order Management & Logistics
Act as the primary point of contact for customers facing shipping, tracking, and fulfillment concerns.
Maintain strong relationships with logistics partners to improve service levels and delivery times.
Social Media & Community Engagement
Monitor and respond to customer inquiries, complaints, and feedback on social media platforms in real time.
Work closely with the marketing team to align customer service messaging with brand campaigns.
Proactively engage with customers and community members to enhance brand loyalty.
Identify trends in social media inquiries and provide insights to the team for potential content opportunities.
Manage private orders from VIPs and gifting.
Team Management & Training
Lead, mentor, and train freelance customer service team members who may be required during busy periods, ensuring they provide high-quality support.
Conduct regular training sessions to keep the team updated on best practices, brand messaging, and new platform functionalities.
Implement performance tracking and feedback mechanisms to continuously improve service quality.
Monitor key customer service metrics (response times, resolution rates, customer satisfaction scores, etc.) Collaborate with internal teams (marketing, operations, and product development) to share customer insights and improve overall brand experience.
Proven experience (4+ years) as a Customer Service Manager in fashion, e-commerce, or a similar fast-paced environment.
Strong familiarity with Zendesk, WhatsApp, InExpress, Global-e, Airbox, and other customer service platforms.
Experience managing customer service on social media (Instagram) with a brand-conscious approach.
Analytical mindset with experience in tracking and improving customer service performance.
Weekend availability.
Leadership and coaching experience to mentor and develop a team.
A passion for fashion and an understanding of Sevenths brand and customer base.
Opportunity to be part of a fast-growing, innovative fashion brand.
~ Hybrid working options.
~ Employee discounts on all Seventh products.
~ Uniform Allowance
~28 Days Holiday
~ A collaborative and creative work environment.
If you’re passionate about delivering an outstanding customer experience and have the skills and experience we’re looking for, we’d love to hear from you!
com with the subject line "Customer Service Manager Application – [Your Name]" .