Our client, a leading UK-based online retail e Commerce business specialising in soft furnishings, is seeking an experienced Customer Services Manager to join their growing team. This is a fantastic work-from-home opportunity for a results-driven leader with a strong e Commerce customer service and remote team management background.
The Role:
The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.The Role:
The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.Key Responsibilities:
- Lead and manage a remote team including 2 Team Leaders and over 20 customer service agents.
- Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
- Provide detailed performance reports and insights to the Board of Directors.
- Maintain and optimise Zendesk workflows and ensure effective ticket handling.
- Coach, motivate, and develop remote employees to achieve their full potential.
- Drive initiatives that enhance customer experience and reduce response/resolution times.
- Handle high-level customer escalations with professionalism and speed.
- Collaborate with internal departments to align service delivery with wider business goals.
Requirements:
- Minimum of 4 years’ experience in a Customer Services Manager role within e Commerce/online retail.
- Strong background in managing remote support teams and leading through Team Leaders.
- Proficient in using Zendesk (or similar platforms) to manage customer interactions.
- Proven ability to communicate with and report to Board-level stakeholders.
- Motivational leadership style with a passion for developing people.
- Analytical mindset with a focus on continuous improvement.
What’s on Offer:
- Remote- working
- Opportunity to work with a forward-thinking, growing online retail brand.
- Competitive salary.
- A chance to lead and influence a key area of the business.
