Customer Experience & Service Lead

Scrumbles; Greater London; Sur place; GBP 45 000 - 65 000; Plein temps

Résumé du poste

Scrumbles in the United Kingdom is seeking a commercially astute Customer Service Manager to lead the team and own the CRM. You will coach agents, manage workloads, and ensure service KPIs are met while providing cover during busy periods.

You will also develop tagging guidelines, macros, and help centre content, and translate customer feedback into clear business insights to drive improvements across product and communications.

Qualifications

• Experience managing or supervising a customer service team, ideally in ecommerce or consumer brand.
• A supportive management style, with the ability to coach others and maintain clear service standards.
• A hands-on approach and willingness to provide cover during busy periods or handle escalations.
• Excellent written communication and the ability to explain information clearly and empathetically.
• Experience using a customer service CRM or support platform, including tagging, macros, workflows and reporting.
• Confidence maintaining accurate customer service data and using customer feedback and performance information to identify problems and recommend improvements.
• Strong organisation, attention to detail and sound judgement when prioritising enquiries or handling complaints.
• Experience writing or maintaining help centre articles and internal guidance.
• Curiosity about AI-assisted support and a practical approach to checking and improving its output.

Responsabilités

• Lead and coach the customer service team to meet KPIs and provide cover as needed.
• Own the customer service CRM, ensuring effective use, tagging, macros, and workflows.
• Develop and maintain tagging guidelines and workflows for the team.
• Build and maintain helpful help centre articles and internal guidance.
• Monitor customer reviews and provide regular insights to improve products and communications.
• Share practical recommendations to drive improvements across the business.

Connaissances

Customer service management

Coaching & mentoring

KPIs & performance

Excellent written communication

Attention to detail

Prioritisation & organisation

Formation

Experience in ecommerce/consumer brand environment

Outils

Intercom

Shopify

Description du poste

Scrumbles in the United Kingdom is seeking a commercially astute Customer Service Manager to lead the team and own the CRM. You will coach agents, manage workloads, and ensure service KPIs are met while providing cover during busy periods.

You will also develop tagging guidelines, macros, and help centre content, and translate customer feedback into clear business insights to drive improvements across product and communications.