Customer Service Manager

JD.COM; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading e-commerce company in the UK is seeking an experienced Customer Service Manager to lead frontline and escalation support teams across Europe. You will oversee end-to-end operational management, drive performance excellence, and foster a customer-focused culture. The ideal candidate has at least 5 years of leadership experience in customer service, managing large teams, and must be fluent in English. This role offers an opportunity to significantly impact customer satisfaction and team development in a dynamic environment.

Qualifications

• Minimum 5 years of leadership experience in customer service.
• Directly supervise teams of at least 100 people.
• Fluent in English for business negotiations.

Responsibilities

• Lead and develop Tier 1 and Tier 2 support teams.
• Ensure adherence to Service Level Agreements.
• Implement quality assurance programs.

Skills

Leadership skills

Analytical mindset

People management

Communication skills

Resilience under pressure

Education

Bachelor's degree or equivalent work experience

Tools

CRM systems

Job description

We are seeking an experienced Customer Service Manager to lead our frontline and escalation support teams across Europe. Based in our UK office, you will be responsible for the end-to-end operational management of our customer service teams, ensuring seamless service delivery from initial contact through complex case resolution. This role requires a leader who can drive performance excellence while fostering a customer-obsessed culture that aligns with European market expectations and business objectives.

Key Responsibilities

• Manage, mentor, and develop Tier 1 and Tier 2 support teams, setting clear performance goals and fostering a culture of continuous improvement
• Conduct regular performance reviews, identify training needs, and implement development plans to enhance team capabilities and service quality

Operational Excellence & Escalation Management

• Oversee daily operations, ensuring efficient workflows and strict adherence to Service Level Agreements for both frontline and escalation support
• Design and manage escalation workflows and clear frameworks to ensure timely and satisfactory resolution of complex customer issues

Quality Assurance & Process Improvement

• Implement and maintain a robust quality assurance program to monitor interactions across all support levels
• Analyze performance data, customer feedback, and escalation trends to identify root causes and drive process improvements that enhance customer experience

Cross-functional Collaboration

• Serve as the voice of the customer, working closely with Product, Logistics, and Marketing teams to communicate insights and drive improvements that reduce customer contacts and increase satisfaction

Local Market Strategy

• Adapt global customer service standards to meet local market needs, cultural nuances, and regulatory requirements in European markets
• Manage relationships with local support service vendors where applicable, ensuring they meet our quality and performance standards

Requirements

• Bachelor's degree or equivalent relevant work experience.
• Minimum 5 years of leadership experience in customer service, with experience managing front-line and escalation teams in overseas markets, directly supervising teams of at least 100 people.
• Deep understanding of customer service principles, key performance indicators, and proficiency with mainstream CRM systems.
• Exceptional people management skills with a proven track record of building and developing high-performing teams from 0 to 1 or scaling from 1 to 10, skilled at uniting team morale and unlocking team member potential under business pressure.
• Strong analytical mindset with the ability to identify issues from complex data, capable of withstanding short-term performance pressure while making sound decisions that benefit long-term customer experience.
• Excellent cross-functional communication and stakeholder management skills, able to navigate multicultural environments effectively. Maintains emotional stability when faced with complex customer complaints, urgent social media incidents, or resistance to business changes, demonstrating strong resilience and self-regulation, quickly regrouping after setbacks and continuing to drive progress.
• Must be fluent in English, capable of using it as a working language for business negotiations and complex issue communications.

Preferred Qualifications

• Experience in e-commerce or retail customer service management.
• Proficiency in other European languages (e.g., German, French, Dutch).
• Experience managing multi-location or remote teams.