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 support in English and German is a plus; experience with Shopify and Gorgias preferred.
- Why this job: Make a real impact by enhancing customer experiences in the fashion industry.
- Qualifications: 2+ years in e-commerce customer service and strong communication skills.
The predicted salary is between 36000 - 60000 £ 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
Freelance Customer Service Lead employer: Harper Russo Talent Partner
Join a dynamic and fast-paced DTC fashion brand that prioritises exceptional customer service and employee growth. As a Freelance Customer Service Team Lead, you'll benefit from a supportive work culture that values innovation and collaboration, with opportunities for performance bonuses and career advancement into senior management roles. Located in a vibrant industry, this role offers the chance to make a meaningful impact while working with a passionate team dedicated to delivering outstanding customer experiences.
Contact Details:
Harper Russo Talent Partner Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Freelance Customer Service Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the e-commerce and customer service space. Let them know you're on the lookout for opportunities, and who knows? They might just have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Show off your skills! If you’ve got experience with tools like Shopify and Gorgias, make sure to highlight that in conversations. Share specific examples of how you’ve improved team performance or customer satisfaction in past roles.
✨Tip Number 3
Prepare for interviews by practising common customer service scenarios. Think about how you’d handle difficult customers or improve team workflows. This will help you demonstrate your problem-solving skills and customer-first mindset.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who can lead and inspire teams. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Freelance Customer Service Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in e-commerce customer service. We want to see how your skills align with the role of a Customer Service Team Lead, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills:Since strong written communication is key for this role, ensure your application is clear, concise, and free of typos. We’re looking for someone who can communicate effectively, so let your writing reflect that!
Highlight Your Leadership Experience:As a Team Lead, you’ll be guiding others, so make sure to emphasise any previous supervisory roles or coaching experiences. We want to know how you’ve helped teams succeed in the past!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with StudySmarter!
How to prepare for a job interview at Harper Russo Talent Partner
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially in e-commerce. Be ready to discuss your experience with tools like Shopify and Gorgias, and how you've led teams in the past. They’ll want to see that you can handle day-to-day operations while keeping the team motivated.
✨Show Off Your Coaching Skills
Prepare examples of how you've coached team members or improved service quality. Think about specific situations where you helped someone grow or resolved a tricky customer issue. This will show that you have a customer-first mindset and can lead by example.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer service, like first response time and CSAT scores. Be ready to discuss how you’ve used data to improve team performance in previous roles. This will demonstrate your organised, process-driven approach.
✨Emphasise Bilingual Abilities
If you speak German, make sure to highlight this during the interview. Being bilingual is a plus for this role, so be prepared to discuss how you can provide support in both English and German. It’s a great way to stand out and show your versatility!
