Customer Service Manager

ABOUT THE ROLE Founded in 2016, Tilly Sveaas is a fast-growing, founder-led jewellery brand with big ambitions and a small, dynamic team. We're looking for a Customer Service Manager who believes exceptional customer experience is one of the most powerful ways to build brand loyalty. You'll lead the evolution of our customer support function, implementing new technology, refining processes and ensuring every customer interaction reflects the quality & ethos of our brand. This is both a strategic and hands-on role, ideal for someone who enjoys improving systems as much as delighting customers. Reporting to the CMO, you'll work closely with our Head of Operations to oversee the day-to-day customer service function, manage our Customer Support Advisors and collaborate with our 3PL to deliver a seamless post-purchase experience. You'll also partner with our Ecommerce & Trading Manager to continually improve the onsite customer journey, while working closely with our CEO/Founder to share customer insights that help shape future products, processes and business decisions.KEY RESPONSIBILITIESCustomer ExperienceLead the customer service function, ensuring every interaction reflects the Tilly Sveaas brand. Develop a customer-first culture focused on empathy, quality and resolution.Monitor customer satisfaction, including Trustpilot & YotPo reviews and implement initiatives to continually improve the customer experience.Own customer feedback, identifying trends and sharing actionable insights across the business.Technology & OptimisationLead the migration from Help Scout to Gorgias. Configure Gorgias to maximise automation, macros, AI features and Shopify integrations. Continually optimise workflows, with support of AI tools, to reduce repetitive enquiries and improve first-contact resolution.Work closely with Ecommerce team to integrate customer service into the wider Shopify ecosystem.Customer Service OperationsManage the day-to-day performance of the customer service team.Develop processes and workflows that improve efficiency while maintaining a premium service. Create and maintain customer service documentation, playbooks and knowledge articles. Establish KPIs and reporting around response times, resolution times & CSAT scoresForecast customer service demand and resource requirements during peak trading periodsCross-functional CollaborationPartner with Marketing & Ecommerce to improve post-purchase communications and reduce customer friction.Work closely with Operations on fulfilment, shipping and returns processes.Collaborate with Product and Marketing to proactively address recurring customer queries. Support launches by ensuring the customer service team is fully prepared with training and resources around new product features etc. Team ManagementRecruit, train and develop the customer service team.Coach team members to deliver exceptional customer experiences.Foster a positive, collaborative and high-performing culture.Set clear objectives and support ongoing professional development.REQUIREMENTS4+ years’ experience in customer service within a premium or luxury ecommerce or retail brand Previous experience managing a customer service team of 1 or moreExperience using and/or managing Gorgias (or a similar ecommerce support platform such as Zendesk)Good knowledge of Shopify and ecommerce customer journeysExperience using automation, AI and customer service technology to improve efficiency Excellent analytical skills with the ability to turn customer data into actionable insights Outstanding communication skills and a genuine passion for customer experienceA continuous improvement mindset with strong management & organisational skillsBENEFITSCompetitive salary in line with experienceOpportunity to be part of a small but impactful team that is highly creative & collaborativeOffice located in Chelsea, SW1025 days holidayAutomatic pension enrolmentPrivate healthcareGenerous staff discount