Customer Service Lead - Luxury E-commerce

We are seeking an experienced Customer Service Lead to drive excellence in customer support for a fast-scaling luxury e-commerce business. You will be responsible for managing and optimising the customer service function, ensuring a seamless, high-touch experience for our clientele.

This is a pivotal role requiring strong leadership, problem-solving skills, and a deep understanding of luxury customer expectations. You will be the bridge between customer service, operations, and logistics, ensuring that issues are resolved efficiently while maintaining our brand's premium image.

Key Responsibilities:

Customer Service Management

1. Lead and develop a small team, ensuring best-in-class support
2. Oversee customer interactions across multiple channels (email, phone, and social media)
3. Manage and respond to customer tickets in a timely manner, ensuring prompt resolution of issues
4. Implement & uphold customer service SLAs and ensure KPIs (response time, resolution time, NPS) are met
5. Identify recurring ticket issues and implement automated macros to efficiently respond to customer queries, either by utilizing the existing customer service ticketing platform (e.g., Zendesk) or by implementing a more effective system if necessary
6. Manage escalations and VIP customer interactions with a luxury approach
7. Own and improve customer service policies, processes, and training materials

1. Collaborate with the Operations, Logistics, and Warehouse teams, including 3PLs and Marketplace partners, to address and resolve issues related to customer orders, damaged or incorrect products, deliveries, returns, replacement orders, and more
2. Collaborate closely with the Tech team to address and resolve app-related issues raised by customers, ensuring continuous follow-up until the issue is fully resolved
3. Manage the customer returns and refunds process to align with the company's Terms & Conditions.
4. Identify pain points and drive automation or efficiency improvements in customer service workflows
5. Collaborate with the Tech and Product teams to enhance the customer experience and journey by contributing ideas and expertise and by improving CX tools

1. Analyse customer queries and complaints, providing insights to reduce ticket volume and enhance satisfaction
2. Report on customer service performance metrics, making data-led recommendations for improvement
3. Gather and share customer feedback to support Tech / Product, Logistics, and Marketing teams

1. Reputation & Trust Building: Focus on improving TrustPilot and App Store reviews to enhance credibility. Incentivise users to leave reviews through rewards or exclusive perks

1. 4+ years in customer service leadership within luxury fashion or luxury e-commerce
2. Experience managing multi-channel support and customer service platforms (e.g., Zendesk)
3. Strong understanding of luxury brand tone and customer expectations
4. Excellent problem-solving and conflict-resolution skills
5. Hands-on, adaptable, and able to work in a fast-paced, scaling environment
6. Comfortable travelling twice per month to Sheffield HQ

1. Experience in logistics or supply chain-related customer service
2. Background in luxury e-commerce, resale, or limited-edition drops
3. Experience or knowledge of Zendesk would be beneficial.

1. Competitive salary and benefits package
2. Opportunities for professional development and career advancement
3. A collaborative and inclusive work environment
4. Exposure to international operations and complex challenges