Customer Services Manager

The Role:

The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.

Key Responsibilities:

• Lead and manage a remote team including 2 Team Leaders and over 20 customer service agents.
• Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
• Provide detailed performance reports and insights to the Board of Directors.
• Maintain and optimise Zendesk workflows and ensure effective ticket handling.
• Coach, motivate, and develop remote employees to achieve their full potential.
• Drive initiatives that enhance customer experience and reduce response/resolution times.
• Handle high-level customer escalations with professionalism and speed.
• Collaborate with internal departments to align service delivery with wider business goals.

Requirements:

• Minimum of 4 years experience in a Customer Services Manager role within eCommerce/online retail.
• Strong background in managing remote support teams and leading through Team Leaders.
• Proficient in using Zendesk (or similar platforms) to manage customer interactions.
• Proven ability to communicate with and report to Board-level stakeholders.
• Motivational leadership style with a passion for developing people.
• Analytical mindset with a focus on continuous improvement.

Whats on Offer:

• Remote- working
• Opportunity to work with a forward-thinking, growing online retail brand.
• Competitive salary.
• A chance to lead and influence a key area of the business.