Customer Service Lead

We're looking for someone to take full ownership of our customer service as we grow. This is a player-manager role: you'll be hands-on in tickets while managing our customer service agents and acting as the main link between customers, logistics partners, and the rest of the team.

You need to be obsessed with the details and willing to pick up the phone. The job isn't just resolving issues. It's proactively auditing our service channels, catching errors before they escalate, and making sure our delivery network does what it promises.

Key Responsibilities

1. Frontline Support and Team Management

You're expected to be online and active throughout the working day. Our agents handle most of the volume, but you'll personally pick up and resolve around 20% of tickets daily, stepping in where needed. We handle 200+ tickets per day across all channels and you need to absorb that without the quality dropping.

Mental agility is non-negotiable. An agent escalation, a courier dispute, a returns query, and a Trustpilot response can all land in the same hour. We don't expect you to come to us for every answer. We expect you to think it through and act.

2. Service Standards and Quality Control

You're responsible for the accuracy, tone, and speed of every customer interaction. You'll regularly dip into ticket histories to check quality, spot errors, and correct them before they become habits.

When a ticket involves a sensitive issue or a confused customer, you pick up the phone. A two-minute call resolves what ten emails won't.

You own our Trustpilot score: generating reviews, responding to negatives, digging into root causes, and flagging trends to the team. Hitting the highest possible score is a KPI.

3. Live Chat as a Sales Channel

A lot of our customers use live chat before they buy. This is a sales tool as much as a support one. You treat every interaction as a chance to convert, responding quickly and knowing the product well enough to give real answers.

4. Logistics and Escalation Management

Complex issues stop with you. Lost high-value items, courier disputes, urgent resolutions. You're the main contact for our delivery partners, chasing missing parcels, investigating delays, and holding couriers accountable when things go wrong.

5. Commercial and Retail Operations

You own the admin flow for our key retail partners, John Lewis and Argos: logging into their portals, accepting orders, booking delivery slots, and staying 100% compliant to avoid fines.

You manage the returns process end to end: authorising returns on policy, instructing our 3PL on grading and restocking, and processing refunds in Shopify.

Requirements

Who We're Looking For

Experience matters less than attitude. We care far more about how you think than where you've worked. If you're looking to break into the startup world and want a role where you'll own something real from day one, this is it. You'll be expected to make decisions, flag problems before they escalate, and bring your own thinking to every situation. If you need to be told what to do next, this probably isn't the right fit. 

• 2+ years in customer support or e-commerce operations
• Strong verbal communication skills; comfortable handling escalations by phone
• Experience with Gorgias or similar helpdesk software 
• Proficiency in Shopify (highly desirable)
• Experience with couriers, 3PLs, or freight forwarders

Who You Are

• Confident on the phone . You'll talk to frustrated customers, warehouse managers, and courier reps. You don't hide behind email when a call would be quicker.
• Detail obsessed . You spot the wrong tracking number, the missed follow-up, the unanswered escalation. Good enough isn't your standard.
• A finisher . You track things until they're done. Not nearly done. Done.
• Quick . Fast to respond, fast to think, fast to move. People notice when you're not.
• Proactive . You see problems forming and deal with them. You don't wait to be told.
• Adaptable . A B2C complaint, a B2B deadline, a Trustpilot dispute. You can switch between them without losing your thread.
• Customer obsessed . A delivery exception isn't just a status update. It's someone waiting for something. You treat it that way.
• Resilient . You can handle pressure without losing your cool.

Benefits

• Competitive salary
• Hybrid working from our London HQ (at least 2 days WFH per week)
• Free MAGIC Mirror and accessories (worth £2,000+)
• Unlimited holiday
• Mental health and wellbeing support
• Hardware budget (new MacBook or equivalent)
• Learning and development budget
• Exposure to investors and athletes
• Weekly free lunch and daily barista coffee in office
• Regular socials