Customer Service Support Manager

Scrumbles; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service management

Coaching & mentoring

KPIs & performance

Excellent written communication

Attention to detail

Prioritisation & organisation

Education

Experience in ecommerce/consumer brand environment

Tools

Intercom

Shopify

Job description

Scrumbles is a fast-growing, purpose-driven pet food brand on a mission to deliver natural, gut-friendly food for cats and dogs. We're a challenger brand shaking up the pet food industry with our high-quality, transparent products and playful personality. As we scale internationally, we’re looking for a commercially astute Financial Controller to strengthen our finance foundations, provide reliable group reporting and help the leadership team understand business performance.

About The Role

You’ll lead our customer service team, helping them meet KPIs and giving cover during busy periods or escalations. You’ll own our customer service CRM, keeping tags, macros and help centre content accurate and making sure we use the platform effectively. You’ll also turn customer conversations and reviews into clear insights that help the wider business improve.

Leading the customer service team

• Manage, coach and support customer service agents, setting clear expectations for service quality and performance.
• Oversee daily workloads and support coverage, making sure enquiries are prioritised and followed through, and that service KPIs are met.
• Review customer conversations for accuracy, tone and quality, sharing feedback and learnings with the team.
• Keep the team informed about changes to products, policies and processes.
• Provide cover during busy periods and respond to escalated or sensitive enquiries, working with colleagues across the business to resolve them.

Owning our customer service CRM and content

• Take ownership of our customer service CRM, making sure we use its features effectively across the team.
• Keep up to date with the platform’s capabilities and identify opportunities to improve how we manage and respond to enquiries.
• Maintain clear tagging guidelines and regularly check that tickets are tagged accurately and consistently.
• Develop and maintain macros, response templates, tagging guidance and workflows.
• Build and maintain clear, useful help centre articles and internal guidance.
• Keep customer service content aligned with changes to products, policies and processes.
• Regularly review our AI support agent’s responses for accuracy, relevance, tone and appropriate handover to a person. Investigate incorrect or incomplete answers, update the underlying content or guidance, and check that improvements work.

Sharing the voice of the customer

• Monitor and manage customer reviews across key platforms, including Google and Trustpilot, making sure they receive timely, thoughtful responses in the Scrumbles tone of voice.
• Produce regular reporting to identify themes, trends and recurring issues.
• Give the wider business clear visibility of what customers are saying, highlighting issues and opportunities to improve our products, communications and service.
• Share practical recommendations with relevant teams and track whether changes made in response to customer feedback improve the customer experience.

What we’re looking for

• Experience managing or supervising a customer service team, ideally within an 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.

Experience with Intercom, Shopify or a pet-related business would be a bonus, alongside an interest in cats, dogs and their wellbeing.