Customer Service Manager

We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service operations in the UK. The ideal candidate will have a background in e-commerce, customer service, and team leadership, with a strong willingness to work in a startup environment.

Key Responsibilities:

• Build, lead, and develop the customer service team from the ground up, ensuring high levels of customer satisfaction and efficient issue resolution.
• Develop and implement customer service policies, procedures, and standards.
• Manage day-to-day customer interactions, handling escalated customer inquiries, complaints, and issues.
• Work closely with other departments, including logistics, sales, and marketing, to ensure a seamless customer experience.
• Monitor and analyze customer service performance metrics, identifying areas for improvement.
• Train, mentor, and develop customer service staff, creating a positive and productive work environment.
• Ensure that customer service platforms and tools are optimized for efficiency and effectiveness.
• Develop strategies to handle seasonal customer service demands, including peak shopping periods.
• Support the setup and growth of the customer service team as the business scales.

Key Requirements:

• Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
• Experience in building and scaling customer service teams.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, startup-like environment.
• Fluency in English is required; proficiency in Chinese is a strong plus.
• Strong problem-solving abilities and a customer-first mindset.
• Ability to use and manage customer service software and tools effectively.
• Bachelor’s degree in business, management, or a related field (preferred but not required).