Freelance Customer Service Lead

Harper Russo Talent Partner; United Kingdom; Remote; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Opportunity for career growth

Job summary

A growing DTC fashion brand is seeking a Customer Service Team Lead to guide their support team. You will oversee daily operations, ensuring exceptional customer service while coaching team members. Ideal candidates will have 2+ years in e-commerce customer service, strong English communication skills and experience with Shopify and Gorgias. There's a competitive salary plus performance bonuses and an opportunity for growth.

Qualifications

• 2+ years in e-commerce customer service with at least 1 year in a supervisory or team lead role.
• Experience with Shopify and Gorgias is a plus.
• Ability to coach others to deliver great service.

Responsibilities

• Lead & support the team, overseeing daily operations and coaching team members.
• Ensure inquiries are handled empathetically in line with brand tone.
• Help implement and improve workflows and processes.

Skills

Customer-first mindset

Strong communication skills in English

Organised and process-driven

Experience in e-commerce customer service

Bilingual support (English and German)

Tools

Shopify

Gorgias

Google Drive

Job description

Overview

Freelance Customer Service Team Lead – DTC E-Commerce (English)

German speaking a plus.

We’re looking for a hands-on Customer Service Team Lead to guide our growing support team in the DTC fashion and apparel space. You’ll be the go-to person for day-to-day operations, ensuring our customers receive exceptional service while helping the team work smarter, not harder.

Responsibilities

• Lead & support the team – oversee daily operations, coach team members (in-house or agency), and help onboard new hires.


• Maintain service quality – ensure inquiries via email, chat, and social channels are handled with empathy and in line with brand tone.


• Support processes & SOPs – help implement and improve workflows, macros, and escalation paths.


• Customer experience focus – work with product and logistics teams to resolve recurring issues and reduce returns/exchanges.


• Use tools effectively – work with platforms like Shopify, Gorgias, and Google Drive to manage tickets and track performance.


• Track key metrics – monitor team KPIs such as first response time, ticket volume, CSAT/NPS, and return ratios.


• Upsell & retention – spot opportunities to recommend products or upgrades during customer interactions.


• Bilingual support – provide guidance in both English and German when needed.


• 2+ years in e-commerce customer service with at least 1 year in a supervisory or team lead role.


• Experience with Shopify and Gorgias (Ideally) is a plus.


• Strong written and verbal communication skills in English.


• Organised, process-driven, and comfortable using data to improve performance.


• Customer-first mindset with the ability to coach others to deliver great service.

Preferred

• Experience in fashion, apparel, or female-focused products.


• Knowledge of sizing/product-fit guidance to reduce returns.


• Exposure to automation tools, AI-assisted workflows, or self-service help centres.


• First Response Time


• Competitive salary + performance bonuses.


• Opportunity to grow into a more senior management role.


• Join a fast-paced, growing DTC fashion brand.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Customer Service

Industries

• Staffing and Recruiting