Hands-On Online Customer Service Lead

Digital Tonic | Digital, eCommerce & Marketing Recruitment; Leicester; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

28 days holiday

Birthday day off

Length of service holidays

Honeymoon leave

Free parking

Relaxed dress code

Refreshments

Company socials (2/year)

Table tennis

Darts

PlayStation

Job summary

Digital Tonic | Digital, eCommerce & Marketing Recruitment seeks a hands-on Customer Service Team Leader to manage a four-person department in a growing ecommerce context. You will train, coach and review performance, while aligning daily activity with senior management and business goals.

You’ll mentor staff, optimise workflows, contribute to help centre content, and be comfortable with email and live chat; no telephone support is required.

Qualifications

• Three years’ customer service experience in ecommerce.
• Experience supervising a team for 1+ year.
• Hands-on manager who does the same work as the team.
• Strong written communication and empathetic approach.
• Ability to interpret KPIs and drive efficiency.
• Experience training new starters and improving processes.

Responsibilities

• Lead a four-person team (2 full-time, 2 part-time) and plan growth.
• Provide direction, train, coach, conduct performance reviews; manage rota.
• Handle escalated queries; support email and live chat; no phone support.
• Review customer interactions, give feedback, and support refunds/replacements.
• Improve workflows, create help centre content, and rollout new systems.
• Monitor KPIs and drive efficiency in response times and costs.

Skills

Team leadership

Customer service expertise

KPIs & analytics

Coaching & training

Written communication

Organisation

Conflict resolution

Tools

CRM software

Customer service platforms

Job description

Digital Tonic | Digital, eCommerce & Marketing Recruitment seeks a hands-on Customer Service Team Leader to manage a four-person department in a growing ecommerce context. You will train, coach and review performance, while aligning daily activity with senior management and business goals.

You’ll mentor staff, optimise workflows, contribute to help centre content, and be comfortable with email and live chat; no telephone support is required.