Global Customer Care Supervisor - Lead & Elevate Support

One Retail Group; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading online retail firm is seeking a Customer Care Supervisor to enhance customer experiences across its brands. In this hands-on leadership role, you will oversee the day-to-day operations of the Customer Care team, manage escalations, and set standards for quality service. The ideal candidate will have over 2 years of experience in customer service, strong communication skills, and a problem-solving mindset. This position offers an opportunity to impact customer interactions significantly and improve processes within a dynamic environment.

Qualifications

• Over 2 years of experience as a senior advisor or supervisor in Customer Service.
• Excellent written and verbal communication skills.
• Experience managing complex customer queries.

Responsibilities

• Support the Customer Care Manager in supervising the team.
• Respond to customer tickets and manage escalations.
• Maintain the internal Customer Care knowledge base.

Skills

Empathy

Communication

Problem-solving

Organizational skills

Attention to detail

Experience with Helpdesk tools

Customer service experience

Tools

Zendesk

Gorgias

Job description

A leading online retail firm is seeking a Customer Care Supervisor to enhance customer experiences across its brands. In this hands-on leadership role, you will oversee the day-to-day operations of the Customer Care team, manage escalations, and set standards for quality service. The ideal candidate will have over 2 years of experience in customer service, strong communication skills, and a problem-solving mindset. This position offers an opportunity to impact customer interactions significantly and improve processes within a dynamic environment.