Customer Success Manager

Customer Success Manager

North London

£35k – £40k

33 days annual leave (inc bank)

Wellbeing allowance

Regular events

Commute expensed

HQ in one of the most vibrant towns in London

My client is a rapidly growing, founder-led wellness brand. Due to an internal promotion, the opportunity to recruit a Customer Success Manager has arisen to oversee customer communication channels

The successful candidate will have an e-commerce background with another DTC brand, and management experience of at least one line report.

Key Responsibilities:

• Supervise and optimize all customer service interactions across multiple channels, including email, SMS, live chat, and social media.
• Lead a remote team of customer support representatives, ensuring efficiency, quality control, and structured workflows.
• Handle escalations and complex customer concerns, implementing structured protocols for complaint management.
• Develop and refine standard operating procedures to improve response times, resolution efficiency, and customer satisfaction scores.
• Monitor customer support metrics (CSAT, response time, resolution rate) and implement data-driven improvements.
• Work alongside marketing, product, and operations teams to relay customer insights and enhance the overall customer journey.
• Oversee the integration and use of customer service platforms to ensure seamless communication and automation where applicable.

Requirements:

• Proven experience in customer service operations, preferably within e-commerce or direct-to-consumer brands.
• Strong leadership skills, with experience managing remote or in-house customer support teams.
• Proficiency in analysing customer support data, identifying trends, and making process improvements.
• Familiarity with customer service platforms, ticketing systems, and automation tools.
• Competency in using Excel/Google Sheets for reporting and tracking key customer service metrics.