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- Tasks: Lead a team to deliver top-notch customer service 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; strong problem-solving skills required.
- Other info: Travel to Sheffield HQ twice a month for team 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 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.
Minimum 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: Griffin Fire
Contact Detail:
Griffin Fire 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 the expectations of high-end clientele and be prepared to discuss how you can elevate their experience during the interview.
✨Tip Number 2
Highlight your experience with multi-channel support systems, especially if you've worked with platforms like Zendesk. Be ready to share specific examples of how you've optimized customer interactions across different channels.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in fast-paced environments. Think of instances where you've resolved conflicts or improved team performance.
✨Tip Number 4
Showcase your analytical skills by preparing insights from past customer service metrics. Be ready to explain how you've used data to drive improvements in customer satisfaction and operational efficiency.
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 experience in leading teams and improving customer service processes. Mention any successful initiatives you’ve implemented that enhanced customer satisfaction or operational efficiency.
Tailor Your Application: Customize your cover letter to reflect your understanding of the role and how your background aligns with the company's needs. Address how you can contribute to maintaining their premium image while driving operational excellence.
How to prepare for a job interview at Griffin Fire
✨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.
✨Highlight Problem-Solving Abilities
Prepare to discuss specific instances where you've resolved complex customer issues. Emphasize your problem-solving skills and how you've implemented processes or automation to improve efficiency in customer service workflows.
✨Data-Driven Insights
Be prepared to talk about how you've used data to analyze customer queries and improve service metrics. Discuss any experience you have with reporting on performance metrics and making data-led recommendations for enhancing customer satisfaction.
