Customer Service Manager - International E-commerce

Printerpix; Salford; Remote; GBP 35,000 - 65,000; Full time

Job summary

Join a fast-growing e-commerce brand where you can lead a dynamic team dedicated to creating exceptional customer experiences. As a Customer Service Manager, you will oversee operations, inspire a multilingual team, and implement innovative solutions to enhance service delivery. This is your chance to make a real impact in a company that values innovation and teamwork. If you thrive in a dynamic environment and are passionate about customer service, this role offers exciting opportunities for career growth and development. Embrace the challenge and become a part of a company that brings joy through personalized photo gifts!

Benefits

Career development opportunities

Dynamic team environment

Innovative work culture

Impactful role in customer experience

Qualifications

• 5+ years in B2C operations, preferably in e-commerce or retail.
• Proven ability to lead and inspire diverse teams.

Responsibilities

• Lead customer service operations across live chat, email, and phone.
• Implement strategies to enhance efficiency and customer satisfaction.

Skills

Customer Service Management

Leadership

Data Analysis

CRM Tools

AI-driven Solutions

E-commerce Operations

Education

Degree in relevant field

Tools

CRM Software

Call Center Metrics

Job description

At Printerpix, we bring joy through personalized photo gifts that turn cherished memories into unforgettable keepsakes. From custom blankets to photobooks, we’re a fast-growing e-commerce brand dedicated to creating smiles and spreading happiness across the UK, Europe, and beyond.
As we continue to expand our markets and innovate our offerings, we’re looking for talented individuals who thrive in a dynamic, fast-paced environment. This is your opportunity to join a company that values innovation, responsibility, and career growth.
Who You Are:
You’re a motivated leader passionate about delivering exceptional customer experiences. With a knack for inspiring teams and implementing solutions, you excel in a dynamic, data-driven environment. At Printerpix, we offer you the chance to grow your career, lead a high-performing team, and make a real impact.
Your Role:
As our Customer Service Manager, you’ll lead our customer service operations, ensuring flawless service delivery across all channels, including live chat, email, and phone. Overseeing a remote, multilingual team, you’ll implement strategies to enhance efficiency, elevate customer satisfaction, and drive operational excellence.
Key Responsibilities:

• Recruit, onboard, and train Customer Service Representatives (CSRs) and remote leadership staff.
• Coach and inspire a high-performing, multilingual team to meet and exceed performance goals.
• Conduct performance reviews, implement improvement plans, and foster a culture of growth and accountability.
• Monitor daily performance of remote CSRs and ensure adherence to SLAs.
• Develop and implement efficient processes to handle high volumes during peak seasons, like Black Friday and Christmas.
• Introduce AI-driven tools to optimize customer engagement and service quality.
• Install training programs and oversee continuous improvements in service operations.
• Select and implement customer service technologies for enhanced visibility and oversight.
• Leverage data analytics to identify trends, improve KPIs, and optimize workflows.
• Ensure exceptional customer interactions through all communication channels.
• Respond to customer complaints, oversee chargeback processing, and manage escalations.
• Collaborate with operations, logistics, and technology teams to deliver seamless customer experiences.
• Develop and execute strategies to manage high-contact volumes during peak periods.
• Implement procedures to ensure smooth operations in high-pressure situations.
• Screen, select, and onboard new remote partners to scale operations.
• Introduce continual growth strategies that enhance efficiency and customer satisfaction.
• Liaise with cross-functional teams to align customer service with company goals.

What You’ll Bring:

• Experience: 5+ years in a B2C operations role, ideally in e-commerce or retail.
• Leadership: Proven ability to manage, motivate, and inspire diverse teams.
• Technical Skills: Proficiency in CRM tools, AI-driven solutions, and call center metrics.
• Analytical Mindset: Strong data analysis skills to identify trends and implement solutions.
• Adaptability: Ability to juggle multiple priorities in a fast-paced environment.
• Education: Degree preferred but not essential with relevant experience.

Why Join Printerpix?

• Be part of a fast-paced, high-growth e-commerce company.
• Lead a dynamic, innovative team in creating unforgettable customer experiences.
• Enjoy opportunities for career development and advancement.
• Make a tangible impact in a company that values innovation, passion, and teamwork.