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- Tasks: Lead a team to deliver top-notch customer support in luxury e-commerce.
- Company: Join a fast-scaling luxury e-commerce brand focused on excellence.
- Benefits: Enjoy competitive salary, professional growth, and a collaborative work culture.
- Why this job: Be part of a dynamic team enhancing luxury customer experiences and driving brand reputation.
- Qualifications: 4+ years in luxury customer service leadership; experience with multi-channel support is essential.
- Other info: Travel to Sheffield HQ twice a month for collaboration.
The predicted salary is between 36000 - 60000 £ per year.
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
- Lead and develop a small team, ensuring best-in-class support
- Oversee customer interactions across multiple channels (email, phone, and social media)
- Manage and respond to customer tickets in a timely manner, ensuring prompt resolution of issues
- Implement & uphold customer service SLAs and ensure KPIs (response time, resolution time, NPS) are met
- 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
- Manage escalations and VIP customer interactions with a luxury approach
- Own and improve customer service policies, processes, and training materials
Operational Excellence & Process Improvement
- 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
- 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
- Manage the customer returns and refunds process to align with the company’s Terms & Conditions.
- Identify pain points and drive automation or efficiency improvements in customer service workflows
- Collaborate with the Tech and Product teams to enhance the customer experience and journey by contributing ideas and expertise and by improving CX tools
Data & Insights
- Analyse customer queries and complaints, providing insights to reduce ticket volume and enhance satisfaction
- Report on customer service performance metrics, making data-led recommendations for improvement
- Gather and share customer feedback to support Tech / Product, Logistics, and Marketing teams
CRM & Operations
- Reputation & Trust Building: Focus on improving TrustPilot and App Store reviews to enhance credibility. Incentivise users to leave reviews through rewards or exclusive perks
Requirements
- 4+ years in customer service leadership within luxury fashion or luxury e-commerce
- Experience managing multi-channel support and customer service platforms (e.g., Zendesk)
- Strong understanding of luxury brand tone and customer expectations
- Excellent problem-solving and conflict-resolution skills
- Hands-on, adaptable, and able to work in a fast-paced, scaling environment
- Comfortable travelling twice per month to Sheffield HQ
Nice-to-Have
- Experience in logistics or supply chain-related customer service
- Background in luxury e-commerce, resale, or limited-edition drops
- Experience or knowledge of Zendesk would be beneficial.
Benefits
- Competitive salary and benefits package
- Opportunities for professional development and career advancement
- A collaborative and inclusive work environment
- Exposure to international operations and complex challenges
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Customer Service Lead - Luxury E-commerce employer: MILE
Contact Detail:
MILE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead - Luxury E-commerce
✨Tip Number 1
Familiarize yourself with luxury customer service standards. Research what sets luxury brands apart in their customer interactions and be ready to discuss how you can uphold these standards in your role.
✨Tip Number 2
Highlight your experience with multi-channel support systems, especially if you've worked with platforms like Zendesk. Be prepared to share specific examples of how you've optimized customer service processes in previous roles.
✨Tip Number 3
Showcase your leadership skills by discussing how you've developed teams in the past. Think of instances where you’ve successfully led a team through challenges or improved performance metrics.
✨Tip Number 4
Prepare to discuss your problem-solving approach, especially in high-pressure situations. Have examples ready that demonstrate your ability to resolve conflicts and enhance customer satisfaction in a luxury context.
We think you need these skills to ace Customer Service Lead - Luxury E-commerce
Some tips for your application 🫡
Understand the Luxury Market: Before applying, familiarize yourself with the luxury e-commerce landscape. Research the company’s brand values and customer expectations to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in customer service leadership, particularly within luxury fashion or e-commerce. Use specific examples that demonstrate your problem-solving skills and ability to manage multi-channel support.
Showcase Leadership Skills: Detail your leadership experience in managing teams and improving customer service processes. Mention any successful initiatives you led that enhanced customer satisfaction or operational efficiency.
Tailor Your Application: Customize your cover letter to reflect your understanding of the role's responsibilities and how your background aligns with the company's goals. Make sure to address how you can contribute to maintaining their premium image.
How to prepare for a job interview at MILE
✨Showcase Your Leadership Skills
As a Customer Service Lead, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to training and motivating staff to deliver exceptional service.
✨Understand Luxury Customer Expectations
Familiarize yourself with the nuances of luxury customer service. Be ready to discuss how you would maintain a high-touch experience for clients and handle escalations with a luxury approach, ensuring that you align with the brand's premium image.
✨Be Data-Driven
Highlight your analytical skills by discussing how you've used data to improve customer service metrics in previous roles. Be prepared to share insights on how you would analyze customer queries and complaints to enhance satisfaction and reduce ticket volume.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific challenges you've faced in customer service and how you resolved them. Emphasize your conflict-resolution skills and your ability to think on your feet, especially in a fast-paced environment.
