Customer Service Lead
Location: London – hybrid (3 days a week onsite)
Salary: ~£40k + company benefit package
Employment Type: Permanent
About the Role
We’re looking for a Customer Service Lead to take full ownership of our client’s customer service function as their business continues to grow. You’ll lead a team of customer service agents while remaining actively involved in day-to-day operations, handling tickets, resolving complex issues, and acting as the key link between customers, logistics partners, and internal teams. You’ll proactively monitor service quality, identify potential issues before they escalate, and ensure our delivery network consistently meets expectations.
Key Responsibilities
Customer Support & Team Leadership
- Support daily customer service operations and resolve customer tickets.
- Lead and support customer service agents, handling escalations as needed.
- Thrive in a high-volume environment, managing customer, courier, and platform issues.
Service Quality
- Ensure fast, accurate, and consistent customer support.
- Monitor ticket quality, identify trends, and drive process improvements.
- Resolve complex or sensitive cases, including phone support when required.
Live Chat & Sales
- Deliver responsive pre-purchase support via live chat to drive conversions.
- Provide expert product guidance and customer assistance.
Logistics & Operations
- Act as the main contact for delivery partners, resolving shipment issues and courier disputes.
- Manage order processing, retail partner compliance, and the end-to-end returns process, including 3PL coordination and Shopify refunds.
- Maintain operational accuracy and strong retail partner relationships.
Requirements
- 2+ years’ experience in customer support or e-commerce operations
- Strong verbal communication skills, with confidence handling escalations via phone
- Experience with helpdesk platforms such as Gorgias (or similar)
- Ability to manage multiple priorities in a fast-paced environment
- Experience using Shopify
- Knowledge of logistics, couriers, 3PLs, or freight operations
About You
- Confident and proactive communicator who is comfortable picking up the phone
- Highly detail-oriented, with a strong focus on accuracy and follow-through
- Able to take ownership and see tasks through to completion
- Quick-thinking and adaptable across different types of customer and operational issues
- Customer-focused, with a strong sense of accountability
- Resilient under pressure and able to maintain high standards in a fast-paced environment
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