Role Information
We are looking for a proactive, organized, and people-focused Customer Service Manager to lead and enhance our customer experience. This role is responsible for overseeing day-to-day customer support operations, ensuring smooth communication, timely responses, and consistent satisfaction across our online merchandise stores.
You will lead the Customer Service team, acting as the key point of accountability for customer interactions, including general inquiries, order tracking issues, and escalations. Working closely with internal teams, you will drive efficient resolution of customer concerns while continuously improving processes, systems, and service standards.
This role is ideal for someone who enjoys leading and developing teams, communicates clearly, and thrives in a fast‐paced environment where empathy, accountability, and problem‐solving are key.
Your Duties Will Include
Team Leadership
* Oversee day‐to‐day coordination of the Customer Service team, including scheduling shifts and managing team rosters to ensure appropriate coverage across all support channels.
* Support the onboarding and ongoing training of Customer Service Officers, ensuring team members are equipped with the tools, knowledge, and processes to perform effectively.
* Monitor team performance and outcomes, addressing escalations, complaints, and performance issues in a timely and constructive manner.
* Identify opportunities to improve team workflows, tools, and processes, and contribute to the development of clear procedures and best practices.
* Collaborate with the Head of Consumer Products to implement improvements and support continuous enhancement of customer service operations, including systems such as the enterprise CMS.
Customer Support & Inquiry Management
* Respond to customer inquiries across email, support platforms, and social channels with clarity, professionalism, and empathy.
* Monitor response queues to ensure timely handling of all tickets and requests.
* Proactively identify common issues or trends and flag them to the Head of Consumer Products.
* Provide accurate product information, order updates, and troubleshooting guidance to customers.
Order Tracking & Issue Resolution
* Track customer orders, shipping updates, and fulfillment statuses to ensure accurate and timely communication.
* Investigate issues such as missing items, damaged products, or delayed shipments; coordinate with internal teams to resolve them.
* Maintain accurate case records in the customer support system and keep customers updated throughout the process.
* Escalate complex or sensitive cases to the Logistics team as needed.
Cross‐Team Communication
* Coordinate with warehouse, logistics, and merchandising teams to gather updates on stock, restocks, or product issues.
* Summarize key updates and customer pain points for internal teams to support better operational decisions.
* Follow up on pending items with relevant teams to ensure resolutions stay on track.
Quality Assurance & Feedback Tracking
* Collect and record customer feedback, recurring complaints, and quality issues related to merchandise.
* Collaborate with the production or QA teams to report defects or product concerns raised by customers.
* Track resolutions to ensure customers receive replacements, refunds, or follow‐ups where appropriate.
Marketing & Customer Experience Support
* Support marketing campaigns by ensuring customer‐facing information (FAQs, product details, shipping timelines) is accurate and up to date.
* Provide customer sentiment insights before and after major merchandise drops or promotions.
* Assist in preparing customer‐facing announcements or updates when service changes occur (e.g., delays, restocks, policy updates).
* Any other duties or responsibilities reasonably required by the Company.
A Successful Candidate Will Have
* Experience with Shopify, and familiarity with helpdesk systems such as Zendesk, Gorgias.
* Demonstrated experience leading customer service operations, including managing team schedules and rosters to ensure effective coverage.
* Proven ability to hire, onboard, and develop customer service team members, supporting both performance and growth.
* Experience working in a customer service environment for a business that manages physical products and international shipping.
* Strong stakeholder management and communication skills, with the ability to collaborate effectively across teams.
* Experience working in a remote or distributed team environment.
* Ability to establish and continuously improve customer service processes, standards, and workflows.
* Strong organisational and time management skills, with the ability to manage competing priorities in a fast‐paced environment.
Bonus Skills
* An understanding or experience with the arts, animation, gaming, and/or 'internet nerd' culture.
* Engaging personality and willingness to learn.
* Positive, go‐getter attitude with a passion for making things.
What We Offer
* A flexible work arrangement and schedule, with options for work from home and flexi‐hours.
* Regular company breakfasts/lunches.
* A diverse team that values independent input and career development.
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