Customer Service Manager jobs in United Kingdom

ABOUT US
We are a mission driven wellness brand with an award winning range of collagen, blends and supplements. We started as all good businesses do, by seeing the opportunity to do things differently in a growing market. To carefully balance people, planet, and profit for the sake of the world around us and our health.

We are now shaping the future of wellness with simple daily rituals, thoughtfully and sustainably designed to support women’s health. Our vision is to be the #1 wellness brand in the world, setting new standards for holistic health, sustainability and female empowerment.

As a B-Corp, Ancient + Brave meets the highest standards of social and environmental Impact. In June 2024 we have been named 5th in The Sunday Times 100 fastest-growing private companies and we have recently been recognised as one of the FT 1000: Europe's Fastest Growing Companies, 2025.

Want to be a part of a team that’s shaping the future of health and wellbeing? We'd love to have you!

We're on the hunt for a proactive and people-focused Senior Customer Support Assistant to lead support across our Germany and EU markets. You’ll handle customer queries via email and social media, ensuring clear, timely responses in both German and English. You’ll track issues, manage returns and shipping claims, update key documents, and work closely with internal teams to provide the best possible experience to our valued customers.

This is a full time role (40 hours per week including breaks) with shifts to be agreed. Some weekend work may be required, but will be agreed in advance.

Reporting to Customer Support Manager, you will be responsible for the following:

• Ensuring all email and social media queries are answered on a daily basis. You will be the lead for Germany & EU markets, whilst also supporting the UK & US markets as required.
• Following up on email and social media queries to ensure all questions are answered to the customers satisfaction. You will be the expert for the EU markets and ensure that operational issues for the EU are escalated and addressed.
• Communicate regularly, clearly, politely & helpfully via email, telephone and social channels with customers who have an on-going query/problem. Fluency in German is a requirement alongside fluency in English.
• Using our AI system Gorgias to ensure transparency and tracking on all queries. Maintaining customer data quality & ensuring accurate reporting.
• Creating and tracking Royal Mail/Shipping partner claims, ensuring all information is provided in a timely manner and monies are received correctly.
• Keeping all relevant spreadsheets/documents updated daily on Google Drive.
• Checking returns spreadsheet every day ensuring all returns are appropriately completed.
• Communicate with Marketing / Nutrition / Operations and local market teams to ensure FAQs, Macros and training documents (frequently asked questions) are correct and up to date.
• Provide detailed feedback to relevant departments on regular issues and common queries raised by customers to enable preventative action to be taken.
• Check for unfulfilled orders that have been missed, and maintain/develop a prioritised list of opportunities for customer experience improvement, collaborating with Ecommerce and project teams to drive improvements on a project basis as required.

To be successful in this role, you will need the following skills / knowledge / experience:

• Strong customer service and communication skills, both written (email, social media) and verbal (phone).
• Good knowledge of managing data via Google Sheets/Excel.
• Fluent in English and German, with additional languages a bonus.
• Highly organised with excellent time management, ensuring daily follow-ups, updates, and task completion.
• Detail-oriented with problem-solving abilities, including handling claims, returns, and unfulfilled orders.
• Collaborative and feedback-driven, regularly liaising with internal teams to improve FAQs and resolve common issues.
• Proficiency in using systems AI platforms and Ecommerce platforms such Gorgias and Shopify (full training will be given).

We’ll start by reviewing your CV/application to ensure it’s a good fit for the role.

1. Initial Phone Call (circa 15-20 minutes): You’ll have a brief introductory chat with Ellie, our Talent Partner. We’ll discuss your experience, your career aspirations and explore how your values align with ours.
2. Video Interview (circa 30 minutes): The next step is a virtual interview with the hiring manager, via Google Meet. This will be an introductory conversation featuring experience-based and competency-based questions. It’s also a great time to ask any initial questions you have!
3. Interview Task: You’ll receive a task via email which you can prepare at home. This will form part of the discussion for the in-person interview. This will allow us to get a better understanding of your experience, skills and ways of working.
4. In-Person Interview (60-90 minutes): The final stage is an in-person interview at our Lewes office. You’ll meet with the hiring manager and one other team member and present your interview task and answer competency questions. This is also your opportunity to ask us any remaining questions.

Please Note: This role requires full time working at our stunning Lewes offices. Please apply only if you’re within a reasonable commute. We’re not seeking recruitment support for this role at this time.

Ancient + Brave are a community-built brand and embracing innovation and sustainability with social and environmental responsibility is at the heart of everything we do. We hold ourselves accountable to the highest standards when it comes to our commitment to balance profit and purpose - working with us means being part of building a truly sustainable product.

We are B Corp certified and members of 1% for the Planet, committed to giving back % of all sales towards helping environmental partners, so we can work together towards a better future for our planet.

At Ancient + Brave you’ll find an engaging, collaborative and inclusive work environment where your talents will be nurtured, and your contributions valued. We provide all our team members with suitable laptop computers & headphones and our office is equipped with monitors, ergonomic chairs and sitting + standing desks. Our kitchen is fully stocked with the usual supplies as well as limitless supply of A+B products (you also get 50% off on any product you wish to purchase).

We pay a discretionary bonus based on a mix of company performance and individual contributions and review our salaries annually. Our pension contributions are ESG invested (so no pharma, weapons or other ethically questionable investments).

Our Private Medical Insurance is designed to support your health and wellbeing, providing swift access to high-quality care whenever you need it most.

Our Medicash plan offers access to specialist consultations, 24/7 Virtual GP and health screenings as well as dental, optical and complementary therapies and access to confidential support via its EAP programme.

Our Mintago platform gives employees access to financial wellbeing advice and support as well as retail discounts and salary sacrifice schemes, which cover childcare, cycle to work, gym membership, groceries and mobile/tech purchase.

In addition to our regular annual holiday allowance of 25 days plus bank holidays, we also offer one Wellbeing day to use as needed.

We offer continuous training & professional development opportunities and our team members get to enjoy complimentary nutrition and workout sessions in the office. We support a number of charities, coordinating our fund-raising initiatives for maximum impact. We hold two social events a year to come together and connect in a meaningful way.

We are an equal-opportunity employer committed to fostering an inclusive and diverse workplace culture. We embrace varied perspectives and encourage creativity that knows no bounds. While most of our roles are advertised as full-time, we are open to discussing part-time setup where appropriate.