Echt Group (Echt Apparel & Airmed Scrubs)
About the Role
Echt Group is seeking a proactive and motivated Customer Service Team Leader to join our growing team. This role is ideal for an experienced customer service professional who is ready to step into a leadership position. You will be responsible for managing all online customer service inquiries (emails, live chat, social inboxes) across our two brands – Echt Apparel and Airmed Scrubs.
This is a fantastic opportunity for someone with strong customer service skills who thrives in a fast-paced, digital-first environment and is eager to develop their leadership capabilities.
Key Responsibilities
- Oversee all online customer inquiries (emails, live chat, social channels), ensuring timely and professional responses.
- Supervise and mentor one Customer Service Representative, providing guidance, support, and feedback.
- Monitor and manage day-to-day workflow, delegating tasks effectively to ensure SLAs and quality standards are met.
- Handle escalated customer issues with professionalism, offering solutions that build trust and loyalty.
- Assist in developing and implementing strategies to improve the customer service experience across both brands.
- Collaborate with Operations, Sales, and Marketing teams to streamline processes and improve efficiency.
- Maintain accurate records of customer interactions, feedback, and issues to support continuous improvement.
- Contribute to training, knowledge sharing, and building a positive, team-oriented service culture.
- Report on key metrics (volume, CSAT, reply times) and provide measurable action plans
About You
- 3-4+ years’ customer service experience, ideally in an eCommerce or retail environment.
- Previous exposure to supervising, mentoring, or training team members (formal leadership not required, but highly regarded).
- Strong written communication skills with the ability to maintain a professional yet approachable tone across multiple platforms.
- Tech-savvy, with the ability to work confidently across multiple online platforms and CRM/ticketing systems.
- Strong problem-solving skills with a customer-first mindset.
- Organised, adaptable, and able to work independently while supporting the wider team.
- Enthusiastic about stepping into a leadership role and growing with the business.
Why Join Us?
- Work across two exciting and fast-growing brands – Echt Apparel and Airmed Scrubs.
- Play a pivotal role in shaping the customer experience.
- Opportunity for career progression as the team and company continue to expand.
- Collaborative, supportive, and dynamic team culture.