Hybrid Customer Experience Team Lead - Global Ecommerce

Liforme (B Corp Certified); Greater London; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Private Health Insurance

Pension contributions

Hybrid working arrangement

Office in Camden Town

Job summary

Liforme in London is seeking a Customer Experience Team Lead to manage a friendly, efficient, front-line team for our global ecommerce business. You’ll drive exceptional service across digital touchpoints, engage with customers, and work with the operations team to resolve issues, while continually improving our customer propositions.

You’ll thrive in a fast-paced, entrepreneurial environment, leading by example and delivering results with enthusiasm, passion and hands-on involvement.

Qualifications

• Proven track record of customer service work (3+ years) and managing other team members (1+ years).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and proactive mindset.
• Experience with e-commerce platforms and helpdesk tools is a plus.

Responsibilities

• Lead our Customer Experience team to deliver outstanding service across digital channels.
• Manage resources, capacity and tools to meet business requirements.
• Provide inspirational, hands-on leadership and coaching to a growing team.
• Resolve complex customer issues and continually improve processes and protocols.
• Monitor KPIs (SLAs, CSAT, return rates) and report to Senior Management.

Skills

Customer service

Team leadership

Written communication

Problem solving

Attention to detail

Tools

Shopify

Gorgias

Job description

Liforme in London is seeking a Customer Experience Team Lead to manage a friendly, efficient, front-line team for our global ecommerce business. You’ll drive exceptional service across digital touchpoints, engage with customers, and work with the operations team to resolve issues, while continually improving our customer propositions.

You’ll thrive in a fast-paced, entrepreneurial environment, leading by example and delivering results with enthusiasm, passion and hands-on involvement.