Customer Service Manager

£50,000-£60,000 | UK Remote or London | 2 Days in Office

A rapidly growing D2C consumer brand, recognised as one of the most talked-about brands in its category globally, is looking for a Customer Service Manager to take ownership of its customer service function across the UK and US.

This is a genuine player-manager role. You'll manage an existing team of two while remaining hands-on with the customer base, personally handling a meaningful share of daily tickets, owning escalations and improving the wider operation as the business continues to scale.

The bar is high. They are looking for someone who has already operated in a fast-moving, rapidly growing consumer business and understands what happens to customer service when order volumes, subscriptions, customers and expectations all increase quickly.

This isn't a role for someone who has simply managed a customer service team in a stable environment. You'll need to be comfortable operating at pace, solving problems as they arise and building processes and systems that can keep up with the growth of the business.

The role

• Manage, support and develop the existing customer service team of two, with responsibility for growing the team as required.
• Personally handle a meaningful share of daily customer tickets across email, social media and other support channels.
• Own customer service performance across the UK and US, including response times, resolution times, customer satisfaction and ticket backlogs.
• Take ownership of complex, sensitive and high-priority customer escalations.
• Manage and optimise Gorgias, including macros, rules, automations, tagging, reporting, workflows, integrations and AI functionality.
• Own processes around subscriptions, cancellations, refunds, replacements, delivery issues, damaged orders and product complaints.
• Ensure customer responses are accurate, commercially sensible and consistent with the brand's tone of voice.
• Work closely with fulfilment, supply chain, ecommerce and product teams to identify and resolve recurring issues.
• Monitor customer feedback and report on key trends, complaints and opportunities for improvement.
• Improve the customer experience while maintaining appropriate control over refunds, replacements and goodwill gestures.
• Recruit, onboard and train additional customer service team members as ticket volumes increase.
• Identify opportunities to use AI and automation without compromising the quality of the customer experience.

What they're looking for

The ideal candidate will have strong customer service experience within a fast-growing FMCG, food & beverage, supplements, health & wellness or similar D2C consumer brand.

You'll need experience of:

• Managing high-volume customer service within a rapidly growing ecommerce environment.
• Subscription-based ecommerce, including renewals, cancellations, failed payments, refunds and retention.
• Managing and developing customer service teams.
• Shopify, fulfilment partners, delivery carriers and wider ecommerce operations.
• Customer service reporting, service levels, quality control and operational performance.
• Working directly with customer tickets rather than operating solely as a people manager.
• Building and improving processes as a business scales.

Strong Gorgias experience is highly desirable, particularly experience with automations, macros, workflows, reporting, integrations and AI functionality.

You'll be highly organised, commercially aware and comfortable taking ownership when things go wrong. You'll also need the judgement to know when a customer issue is a one-off and when it points to a wider operational problem that needs fixing.

Most importantly, you'll be comfortable working in a business where the pace is high, things change quickly and the expectations are high. They want someone who can come to the table with evidence that they have operated successfully in that type of environment before.

This is a role for someone who genuinely knows customer service inside and out - someone who is happy managing the team, but equally happy getting into the ticket queue and dealing with customers themselves.

£50,000-£60,000

UK Remote or London office, 2 days per week

Candidates must already be based in the UK and have the right to work in the UK. Sponsorship and relocation support are not available.

To find out more about the role, please get in touch with Max Tullis-Turner at Aspire.

We Are Aspire Ltd are a Disability Confident Committed employer