Job Title:Print-on-Demand Customer Service Manager
Location:Peterborough - Onsite
Company: Snuggle Ltd
Type:Full-time
About Snuggle
At Snuggle, we believe that not all printers are created equal. We’re a garment decoration business driven by purpose: reducing textile waste through a responsible, digital, and on-demand supply chain. Our team is passionate about sustainability, innovation, and providing excellent customer experiences that make a real impact.
The Role
We’re looking for a proactive and experienced Customer Service Manager to support our team and ensure a world-class experience for our print-on-demand clients. This is a critical role that bridges customer satisfaction with our operational excellence, helping us scale our service while staying true to our mission.
Key Responsibilities
• Onboarding clients to our proprietary POD solution connecting toall well known e-commerceplatforms (Shopify, Wix, API) to provide timely, empathetic, and solution-oriented support across multiple channels (email, chat, phone, social).
• Develop and refine customer service processes, tools, and KPIs to deliver a seamless customer journey.
• Collaborate with production, fulfilment, and design teams to resolve order issues and improve workflow communication.
• Manage B2B client relationships, ensuring their unique needs are understood and met.
• Handle escalated inquiries, complaints, and disputes with professionalism and a customer-first mindset.
• Analyse service trends and customer feedback to drive continuous improvement initiatives.
• Support integration of helpdesk and CRM systems to improve response times and service quality.
• Report on team performance and customer satisfaction metrics to leadership.
• Champion Snuggle’s values and purpose in every customer interaction.
Requirements
• 3+ years of experience in customer service management in a print-on-demand, e-commerce, or garment decoration.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Experience working with CRM/helpdesk platforms.
• A genuine passion for sustainability and ethical business practices.
• Ability to thrive in a fast-paced, detail-oriented, and collaborative environment.
What We Offer
• A chance to make a positive environmental impact through your work
• A supportive, purpose-driven team culture
• Opportunities for growth in a forward-thinking company
• Competitive salary and benefits package
• Flexible working options
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To Apply:
Click apply and ensure a CV and cover letter is submitted.
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