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Base pay range
HQ in one of the most vibrant towns in London
My client is a rapidly growing, founder-led wellness brand. Due to an internal promotion, the opportunity to recruit a Customer Success Manager has arisen to oversee customer communication channels.
The successful candidate will have an e-commerce background with another DTC brand, and management experience of at least one line report.
Key Responsibilities:
* Supervise and optimize all customer service interactions across multiple channels, including email, SMS, live chat, and social media.
* Lead a remote team of customer support representatives, ensuring efficiency, quality control, and structured workflows.
* Handle escalations and complex customer concerns, implementing structured protocols for complaint management.
* Develop and refine standard operating procedures to improve response times, resolution efficiency, and customer satisfaction scores.
* Monitor customer support metrics (CSAT, response time, resolution rate) and implement data-driven improvements.
* Work alongside marketing, product, and operations teams to relay customer insights and enhance the overall customer journey.
* Oversee the integration and use of customer service platforms to ensure seamless communication and automation where applicable.
Requirements:
* Proven experience in customer service operations, preferably within e-commerce or direct-to-consumer brands.
* Strong leadership skills, with experience managing remote or in-house customer support teams.
* Proficiency in analysing customer support data, identifying trends, and making process improvements.
* Familiarity with customer service platforms, ticketing systems, and automation tools.
* Competency in using Excel/Google Sheets for reporting and tracking key customer service metrics.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service and Management
Industries
Retail Health and Personal Care Products, Wholesale Food and Beverage, and Retail
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