Customer Service Manager

Supply Talent; Greater London; Hybrid; GBP 40,500 - 49,500; Full time

Benefits offered by this job

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Job summary

An innovative start-up in London is seeking a Customer Service Manager to lead and scale their customer service function. This exciting role involves mentoring a high-performing team, developing policies, and collaborating with various departments to enhance the customer journey. The company is rapidly growing and offers a dynamic environment where your contributions can significantly impact their success. If you are passionate about customer service and thrive in a fast-paced setting, this is the perfect opportunity for you to make a difference and grow with the company.

Qualifications

• Proven experience in customer service leadership, preferably in a start-up.
• Strong leadership skills and excellent communication abilities.

Responsibilities

• Lead and mentor a high-performing customer service team.
• Develop and implement customer service policies and best practices.

Skills

Customer Service Leadership

Team Development

Communication Skills

Problem-Solving

Data-Driven Mindset

Tools

Zendesk

Intercom

Job description

We're hiring a Customer Service Manager role for a direct to consumer subscription start-up company in London, with hybrid working.

The company is one of the fastest growing bootstrapped consumer businesses in the UK.

They are now hiring across a number of key functions within the business, and are looking to take the company to the next level by launching new products and launching into new markets.

This is a newly created role, that will be reporting directly to the founder, and that will be responsible for leading and scaling their customer service function.

Key Responsibilities:

1. Lead, mentor, and grow a high-performing customer service team.
2. Develop and implement customer service policies, procedures, and best practices.
3. Monitor customer interactions and feedback to identify trends and opportunities for improvement.
4. Manage escalations and ensure timely, effective resolution of customer issues.
5. Collaborate with product, marketing, and operations teams to enhance the customer journey.
6. Leverage data and insights to improve response times and service quality.
7. Utilize customer support tools and technologies to streamline processes.
8. Foster a customer-centric culture within the company.

What We’re Looking For:

1. Proven experience in a customer service leadership role, preferably in a fast-paced start-up or consumer-focused company.
2. Strong leadership skills with a passion for team development.
3. Excellent communication and problem-solving abilities.
4. Experience with customer support platforms (e.g., Zendesk, Intercom, etc.).
5. A data-driven mindset, with the ability to translate insights into action.
6. A proactive, hands-on approach with a customer-first attitude.

Salary up to £45k plus shares and good benefits.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Consumer Services, Food and Beverage Services, and Food and Beverage Manufacturing