Senior Customer Success Manager Customer Experience Team · Brighton HQ ·

The KILLSTAR brand-universe is an invitation for people to explore, discover, and become who they are. We help affirm this invitation by creating an inclusive, supportive environment where our team members are embraced exactly as they are. We are looking for a customer-focused leader to drive best-in-class experience for our community. In this role, you will lead our remote Customer Success team, ensuring seamless post-purchase journeys, strong community engagement, and continuous improvement across all touchpoints.

WHAT YOU’LL DO:

• Lead and develop a team of Customer Experience Advisors, ensuring service levels are met, customer satisfaction is high, and retention is maximised.
• Foster a customer-first culture across all departments.
• Implement policies & procedures that align with the interests of the brand and its customers, including a process of continual improvement.
• Train, coach, and mentor team members, including any performance reviews, skills mapping, and succession planning.
• Act as an escalation point for customer inquiries, guiding the team through complex issues.
• Own the end-to-end customer returns process, ensuring timely resolution of cases.
• Analyse trends, collaborate with internal teams (Operations, Logistics, Product) to ensure customers receive clear, empathetic communication through the return journey.
• Provide customer insights to influence product development, merchandising, and marketing.
• Manage the NPS & CSAT score process.
• Build predictive reporting, anticipating churn risk or problem categories before they spike.
• Track key metrics such as repeat purchase and customer lifetime value, developing strategies to improve them.
• Oversee complaints handling, ensuring policies remain effective and that public-facing issues (social media, reviews etc.) are managed quickly and positively.
• Partner with internal and external teams such as internal ticketing systems, returns systems, shipment tracking systems, to optimise the full customer journey.
• Lead seasonal and crisis planning, ensuring smooth customer communications during high-volume or sensitive periods.
• Drive CX technology improvements, leveraging automation and self-service tools without losing brand authenticity.

WHO YOU ARE:

• Problem-Solver: you geek out on simplifying complexity, discovering hidden answers, rooting out hidden problems, and finding solutions.
• Comfortable With Ambiguity: you’re able to be compassionate yet tough, strong but flexible, and know when to zero in on the “gray area” vs. keeping it “black and white”.
• An Agile Learner: you learn quickly when something changes, you see failure as an opportunity, and you easily understand underlying structures and intentions.
• Solid Decision Maker: your solutions and suggestions are based on wisdom, critical thinking, experience, and sound judgment.
• Compassionate Leader: you are genuinely interested in the success of others, a champion for their goals, offering appreciation and feedback; you’re viewed as approachable and fair.
• Reliable Communicator: you are good about keeping people updated about changes, and your written and verbal communication is clear and concise.

YOUR EXPERIENCE INCLUDES:

• Representing a brand in a digital environment - whether in customer service, marketing, or other online content delivery.
• Learning and using different software and online tools.
• Lots of collaboration across multiple teams and decision-makers.
• Accountability for Key Performance Indicators.

BONUS IF YOU:

• Have worked with e-commerce platforms such as Shopify or WooCommerce.
• Understand domestic & international shipping processes.
• Have knowledge of warehouse or inventory management systems.
• Have managed a customer support team.

WORK HOURS & LOCATION:

We support a hybrid working model, with 3 days per week at our Brighton HQ and 2 days flexible. This is a full-time role working 37.5 hours per week, Monday to Friday between 8:00am - 6:00pm.

OUR BENEFITS & PERKS:

• Increased Holiday Allowance based on tenure.
• Summer Fridays.
• Early Finish YOU Day - one paid day off each year, just for you.
• One paid volunteer day each year to support a charity or cause of your choice.
• Flexible benefits platform designed around your wellbeing and personal preferences.
• Employee Assistance Programme to offer support for personal or work-related issues as well as financial and legal advice.

DOES THIS SOUND LIKE YOU? KILLSTAR is committed to a world where what makes us different makes us strong. We are a proud equal opportunity employer, and we back that up with a “come as you are” culture that is welcoming, inclusive, and safe. If you can see yourself being successful and excited in this role, we want to hear from you. All qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law.