At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for our fashion brand.
- Company: Join a fast-paced DTC fashion brand with a focus on growth and innovation.
- Benefits: Competitive salary, performance bonuses, and opportunities for career advancement.
- Other info: Bilingual skills in English and German are a plus; embrace a customer-first mindset.
- Why this job: Make a real impact by enhancing customer experiences in the fashion industry.
- Qualifications: 2+ years in e-commerce customer service, with leadership experience preferred.
The predicted salary is between 31500 - 38500 £ per year.
- Overview
- Freelance Customer Service Team Lead – DTC E-Commerce (English)
German speaking a plus.
We’re looking for a hands-on
Customer Service Team Lead to guide our growing support team in the DTC fashion and apparel space.
You’ll be the go-to person for day-to-day operations, ensuring our customers receive exceptional service while helping the team work smarter, not harder.
Responsibilities
- Lead & support the team
- oversee daily operations, coach team members (in-house or agency), and help onboard new hires.
- Maintain service quality
- ensure inquiries via email, chat, and social channels are handled with empathy and in line with brand tone.
- Support processes & SOPs
- help implement and improve workflows, macros, and escalation paths.
- Customer experience focus
- work with product and logistics teams to resolve recurring issues and reduce returns/exchanges.
- Use tools effectively
- work with platforms like
- Shopify ,
Gorgias , and Google Drive to manage tickets and track performance.
- Track key metrics
- monitor team KPIs such as first response time, ticket volume, CSAT/NPS, and return ratios.
- Upsell & retention
- spot opportunities to recommend products or upgrades during customer interactions.
- Bilingual support
- provide guidance in both English and German when needed.
- 2+ years in e-commerce customer service with at least 1 year in a supervisory or team lead role.
- Experience with
- Shopify and
- Gorgias
(Ideally) is a plus.
- Strong written and verbal communication skills in
English .
- Organised, process-driven, and comfortable using data to improve performance.
- Customer-first mindset with the ability to coach others to deliver great service.
- Preferred
- Experience in fashion, apparel, or female-focused products .
- Knowledge of sizing/product-fit guidance to reduce returns.
- Exposure to automation tools, AI-assisted workflows, or self-service help centres.
- First Response Time
- Competitive salary + performance bonuses.
- Opportunity to grow into a more senior management role.
- Join a fast-paced, growing DTC fashion brand.
- Seniority level
- Mid-Senior level
- Employment type
- Contract
- Job function
- Customer Service
- Industries
- Staffing and Recruiting
- #J-18808-Ljbffr
Freelance Customer Service Lead employer: Harper Russo Talent Partner
Join a dynamic and fast-paced DTC fashion brand as a Freelance Customer Service Team Lead, where you will play a pivotal role in shaping the customer experience. Our supportive work culture prioritises employee growth, offering competitive salaries and performance bonuses, alongside opportunities to advance into senior management roles. With a focus on collaboration and innovation, you'll thrive in an environment that values your contributions and encourages you to lead a passionate team dedicated to exceptional service.
Contact Details:
Harper Russo Talent Partner Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Freelance Customer Service Lead
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how Harper Russo Talent Partner might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace Freelance Customer Service Lead
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at Harper Russo Talent Partner know if you can meet their needs without any hiccups!
Tailor Your Application to Harper Russo Talent Partner:Every company has its vibe and customer approach. Research Harper Russo Talent Partner's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at Harper Russo Talent Partner
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at Harper Russo Talent Partner.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
