Customer Service Manager We’re looking for a hands on Customer Service Manager to lead the day today performance of our Customer Experience function in a fast-growing eCommerce business. You’ll own CX operations end to end, from team performance and ticket workflows through to escalations, service levels, and process improvement. This role is for someone who thrives in high volume environments, leads from the front, and knows how to balance speed, quality, and customer outcomes. What You’ll Be Responsible For You will lead and run the CX function across all channels: Own daily CX operations (Gorgias, email, social, reviews) Manage SLAs, response times, and ticket resolution performance Oversee workflows, queue prioritisation, and escalation handling Maintain visibility across backlog, volumes, and capacity You’ll also lead the team: Manage onshore and offshore team performance Set clear expectations across quality, productivity, and behaviour Coach, develop, and hold the team accountable to KPIs (CSAT, QA, SLAs) Build capability and strengthen bench depth And continuously improve how things run: Own QA frameworks and service quality standards Identify trends across tickets, returns, and customer feedback Improve workflows, macros, SOPs, and automation Drive efficiency without compromising customer experience What We’re Looking For 3-5 years leading customer service teams (ideally eCommerce / high volume) Experience managing both onshore and offshore teams Strong operational mindset, you understand workflows, queues, and capacity Hands on experience with Gorgias (or similar CX platforms) Confident managing escalations and making judgement calls Proven ability to improve processes, SOPs, and team performance Comfortable in fast paced, high growth environments If you’re a hands on leader who thrives in fast moving environments and knows how to run a high performing CX function, we’d love to hear from you.