Role:
Customer Services Manager
Start date:
Mid-September
Location:
Hybrid (West London HQ + WFH)
Contract:
Full-time (with the option to move to part-time hours from May to August)
Salary:
£30-35K dependent on experience
Vibe:
Empathetic, solutions-driven, and proactive - every day is about turning challenges into positive customer experiences
About My Sunday Ski
My Sunday Ski is a fast-growing, female-founded ski brand reimagining skiwear through a fashion-first lens. We blend high-performance functionality with playful luxury and have built a global community who love our bold designs and viral collections. As we scale, we're looking for a dedicated Customer Services Manager to lead our customer care and ensure that every interaction reflects the premium experience we promise.
Role Overview
As Customer Services Manager, you'll be the voice of My Sunday Ski, managing customer communication across email, live chat, and review platforms. You'll oversee returns, exchanges, and order issues, working closely with our 3PL partners in the UK and US to resolve queries quickly and effectively. Beyond solving day-to-day problems, you'll play a vital role in spotting recurring product or logistics issues and feeding back insights to the wider team.
This is an ideal role for someone who loves building customer trust, is calm under pressure, and thrives on creating smooth, supportive experiences that keep our community coming back.
Key Responsibilities:
Customer Support
* Manage customer communication across email and live chat ensuring all responses are timely, helpful, and aligned with the brand's tone of voice
* Handle returns, exchanges, and order-related issues with professionalism and care
* Monitor and respond to reviews on Trustpilot, addressing negative feedback with thoughtful solutions
* Manage and oversee temporary seasonal staff during peak periods, ensuring they are trained, supported, and delivering to brand standards
Operations & Logistics
* Liaise with UK and US 3PL partners to resolve fulfilment and returns queries
* Oversee returns portal (e.g. Swap) and ensure seamless customer experience
* Track recurring customer or logistics issues and flag to operations and product teams
Tools & Platforms
* Manage customer service platform (currently Gorgias) to handle tickets efficiently
* Provide feedback on process improvements to streamline customer journeys
* Proactively make recommendations to streamline customer service processes, including exploring and implementing AI-driven responses within Gorgias to improve efficiency and consistency
Insights & Reporting
* Identify recurring product issues and feed back to design and production teams
* Share trends in customer queries or complaints to improve future collections and logistics
* Provide regular updates on customer sentiment and service performance
Off-Season Focus
* Upskill on internal systems and customer service tools
* Refine scripts for email, chat, and social channels to ensure brand consistency
* Create and update training guides for seasonal and temporary staff
* Review and optimise customer-facing resources such as FAQs and help pages
* Provide general operational support, including assisting the operations team with 3PL relationships and logistics projects
What We're Looking For
* Empathetic and solutions-focused, with excellent written communication skills
* Organised and proactive, able to manage multiple queries at once
* At least 3 years previous customer service experience in the fashion/e-commerce space is a must
* Confident using platforms such as Shopify and customer service software (experience with Gorgias or Swap is a bonus, but not essential)
* Comfortable working with 3PLs and external partners to resolve customer issues
* A team player who thrives in a fast-paced, growing brand environment