Role Overview
We’re working with a fast-growing B2C healthcare retailer to hire a Customer Service Manager at a key stage of their journey. This is a transformation role, focused on evolving a reactive support function into a proactive, efficient, and tech-enabled customer success operation.
Key Responsibilities
* Take ownership of the end-to-end customer experience while leading a team of 6 remote support agents.
* Manage escalations and improve how the function operates; introduce better processes, optimise tools like Zendesk, and implement automation and AI to reduce manual workload and improve customer engagement.
* Build a function that supports customers and actively drives retention, efficiency, and growth.
* Collaborate closely with operations, logistics, and product teams to ensure a seamless customer journey.
* Act as the voice of the customer internally, using data and insight to identify trends, improve service delivery, and influence decision‑making.
Qualifications & Experience
* Experience in customer success or support with a strong operational mindset.
* Confidence in implementing new systems or processes, ideally with exposure to automation or AI within a customer function.
* Backgrounds in B2C businesses, particularly retail or companies selling physical products at scale. Exposure to healthcare or regulated environments is a bonus.
* Hands‑on, pragmatic, commercially aware; suitable for a step‑up candidate or an experienced operator who enjoys building and improving functions in a scaling business.
What We’re Looking For
If you’re interested in shaping a customer success function and using technology to drive smarter, more efficient ways of working, we’d love to hear from you.
#J-18808-Ljbffr