Lime Talent
Customer Service Manager
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Customer Service Manager
Location: Remote | London based business
Salary: Circa £50,000
Lime Talent is partnering with a rapidly growing consumer business to recruit a Customer Service Manager.
This role will take responsibility for delivering an excellent experience to customers across multiple international markets. It combines team leadership with direct involvement in customer support, so you’ll be equally comfortable coaching others, resolving challenging cases and responding to customers yourself.
As the business continues to expand, you’ll help shape how the function develops. This will include strengthening processes, making better use of technology and ensuring the team can support increasing demand without losing the personal service customers expect.
Key responsibilities:
- Lead the day-to-day running of the customer support function across multiple markets.
- Manage and develop a small team, with the opportunity to expand it as the business grows.
- Remain actively involved in responding to customers through email, social media and digital support channels.
- Take responsibility for difficult or sensitive cases and ensure they are resolved appropriately.
- Track service performance and use the findings to improve efficiency and customer satisfaction.
- Develop clearer and more effective processes for orders, deliveries, returns, reimbursements and recurring purchases.
- Configure and improve the customer support platform to make the best use of workflows, templates, integrations and reporting.
- Identify repeated customer issues and work with internal teams and external partners to address their underlying causes.
- Balance positive customer outcomes with proportionate and commercially sound decision-making.
- Introduce automation and AI tools where they can improve speed and consistency while preserving a high-quality personal service.
- Help recruit, train and onboard new team members as customer demand increases.
- Share customer insights with the wider business to inform operational and product improvements.
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This role would suit someone who:
- Has managed customer service within a growing eCommerce or consumer-facing business.
- Enjoys leading a team but still wants to stay directly connected to customers and their experiences.
- Is familiar with the complexities of recurring-order or membership-based business models.
- Has worked with customer support software and knows how to improve its setup, workflows and reporting.
- Ideally has strong experience with Gorgias, although experience with a comparable platform will also be considered.
- Understands how online retailers work across areas such as Shopify, warehousing, fulfilment and delivery.
- Can interpret service data and turn it into meaningful operational improvements.
- Is confident exploring how AI and automation can support a customer service team.
- Communicates clearly, exercises sound judgement and pays close attention to detail.
- Is proactive, composed and comfortable taking responsibility for an evolving function.
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We are committed to creating diverse and inclusive workplaces, and we encourage applications from candidates of all backgrounds, experiences, and perspectives. We believe that a variety of viewpoints fosters innovation and strengthens teams. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, disability, or age.
Lime Talent is acting as an employment agency in relation to this vacancy.
Lime Talent is a recruitment agency specialising in the consumer goods industry. To view a broader selection of our current vacancies, go to www.limetalentgroup.com
By making an application to Lime Talent you confirm that you have read and agree to our privacy policy which can be found at https://www.limetalentgroup.com/privacy-and-data-policies
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