Customer Service Lead
Location: London - hybrid (3 days a week onsite)
Salary: DOE + company benefit package
Employment Type: Permanent
About the Role
We’re looking for a Customer Service Lead to take full ownership of our client's customer service function as their business continues to grow. This is a hands-on, player-manager role. You’ll lead a team of customer service agents while remaining actively involved in day-to-day operations, handling tickets, resolving complex issues, and acting as the key link between customers, logistics partners, and internal teams. You’ll proactively monitor service quality, identify potential issues before they escalate, and ensure our delivery network consistently meets expectations.
Key Responsibilities
Frontline Support & Team Leadership
* Take an active role in daily support operations, resolving customer tickets.
* Manage and support customer service agents, stepping in on escalations where required.
* Operate effectively in a high-volume environment
* Handle a broad range of issues, from customer queries to courier disputes and platform reviews.
Service Quality & Performance
* Own the accuracy, tone, and speed of all customer interactions.
* Monitor ticket quality, identify trends, and implement improvements.
* Take direct ownership of complex or sensitive issues, including phone-based resolution where appropriate.
* Manage and improve Trustpilot performance, including generating reviews and resolving negative feedback.
Live Chat & Sales Support
* Use live chat as a key conversion channel, engaging customers pre-purchase.
* Provide knowledgeable, fast responses that support sales as well as service.
Logistics & Escalations
* Act as the primary point of contact for delivery partners.
* Resolve high-impact issues such as lost or delayed shipments.
* Escalate and manage disputes with couriers, ensuring accountability and resolution.
Commercial & Operational Support
* Manage order processing and compliance for key retail partners
* Oversee the returns process end-to-end, including authorisation, coordination with 3PL partners, and refunds via Shopify.
* Ensure operational accuracy to avoid penalties and maintain strong partner relationships.
Requirements
* 2+ years’ experience in customer support or e-commerce operations
* Strong verbal communication skills, with confidence handling escalations via phone
* Experience with helpdesk platforms such as Gorgias (or similar)
* Ability to manage multiple priorities in a fast-paced environment
* Experience using Shopify
* Knowledge of logistics, couriers, 3PLs, or freight operations
About You
* Confident and proactive communicator who is comfortable picking up the phone
* Highly detail-oriented, with a strong focus on accuracy and follow-through
* Able to take ownership and see tasks through to completion
* Quick-thinking and adaptable across different types of customer and operational issues
* Customer-focused, with a strong sense of accountability
* Resilient under pressure and able to maintain high standards in a fast-paced environment