At a Glance
- Tasks: Lead customer service, manage agents, and resolve issues while ensuring top-notch service quality.
- Company: Dynamic e-commerce company focused on exceptional customer experiences.
- Benefits: Competitive salary, hybrid work, unlimited holiday, and wellness support.
- Other info: Enjoy regular socials, free lunches, and a supportive team culture.
- Why this job: Be the voice of our customers and make a real impact in a fast-paced environment.
- Qualifications: 2+ years in customer support, strong communication skills, and experience with helpdesk software.
The predicted salary is between 35000 - 45000 £ per year.
We're looking for someone to take full ownership of our customer service as we grow. This is a player-manager role: you'll be hands-on in tickets while managing our customer service agents and acting as the main link between customers, logistics partners, and the rest of the team. You need to be obsessed with the details and willing to pick up the phone. The job isn't just resolving issues. It's proactively auditing our service channels, catching errors before they accelerate, and making sure our delivery network does what it promises.
Key Responsibilities
- Frontline Support and Team Management: You're expected to be online and active throughout the working day. Our agents handle most of the volume, but you'll personally pick up and resolve around 20% of tickets daily, stepping in where needed. We handle 200+ tickets per day across all channels and you need to absorb that without the quality dropping. Mental agility is non-negotiable.
- Service Standards and Quality Control: You're responsible for the accuracy, tone, and speed of every customer interaction. You'll regularly dip into ticket histories to check quality, spot errors, and correct them before they become habits. When a ticket involves a sensitive issue or a confused customer, you pick up the phone. A two-minute call resolves what ten emails won't. You own our Trustpilot score: generating reviews, responding to negatives, digging into root causes, and flagging trends to the team. Hitting the highest possible score is a KPI.
- Live Chat as a Sales Channel: A lot of our customers use live chat before they buy. This is a sales tool as much as a support one. You treat every interaction as a chance to convert, responding quickly and knowing the product well enough to give real answers.
- Logistics and Escalation Management: Complex issues stop with you. Lost high-value items, courier disputes, urgent resolutions. You're the main contact for our delivery partners, chasing missing parcels, investigating delays, and holding couriers accountable when things go wrong.
- Commercial and Retail Operations: You own the admin flow for our key retail partners, John Lewis and Argos: logging into their portals, accepting orders, booking delivery slots, and staying 100% compliant to avoid fines. You manage the returns process end to end: authorising returns on policy, instructing our 3PL on grading and restocking, and processing refunds in Shopify.
Requirements
- 2+ years in customer support or e-commerce operations
- Strong verbal communication skills; comfortable handling escalations by phone
- Experience with Gorgias or similar helpdesk software
- Proficiency in Shopify (highly desirable)
- Experience with couriers, 3PLs, or freight forwarders
Who You Are
- Confident on the phone. You'll talk to frustrated customers, warehouse managers, and courier reps.
- Detail obsessed. You spot the wrong tracking number, the missed follow-up, the unanswered escalation.
- A finisher. You track things until they're done.
- Quick. Fast to respond, fast to think, fast to move.
- Proactive. You see problems forming and deal with them.
- Adaptable. You can switch between tasks without losing your thread.
- Customer obsessed. You treat every delivery exception with urgency.
- Resilient. You can handle pressure without losing your cool.
Benefits
- Competitive salary
- Hybrid working from our London HQ (at least 2 days WFH per week)
- Free MAGIC Mirror and accessories (worth £2,000+)
- Unlimited holiday
- Mental health and wellbeing support
- Hardware budget (new MacBook or equivalent)
- Learning and development budget
- Exposure to investors and athletes
- Weekly free lunch and daily barista coffee in office
- Regular socials
Customer Service Lead employer: MAGIC AI
Join a dynamic team as a Customer Service Lead, where you'll not only manage and mentor our customer service agents but also engage directly with customers to ensure exceptional service. With a competitive salary, hybrid working options from our London HQ, unlimited holiday, and a strong focus on mental health and employee development, we foster a supportive and growth-oriented work culture. Enjoy unique perks like a free MAGIC Mirror, regular socials, and the opportunity to connect with investors and athletes, making this an exciting place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Get your hands dirty! When you're applying for a role like Customer Service Lead, show us that you're not afraid to dive into the nitty-gritty. Share examples of how you've tackled tough customer issues head-on and made a real difference.
✨Tip Number 2
Be proactive in your approach! We love candidates who can spot potential problems before they escalate. During interviews, highlight times when you’ve anticipated customer needs or improved service processes. It shows you’re detail-obsessed and ready to take ownership.
✨Tip Number 3
Don’t just talk about your experience; demonstrate it! If you’ve used tools like Gorgias or Shopify, be ready to discuss specific scenarios where you’ve excelled. We want to see your quick thinking and adaptability in action.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it gives you a chance to showcase your enthusiasm for joining our team and making a real impact on our customer service.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Show Your Customer Obsession:When writing your application, make sure to highlight your passion for customer service. Share specific examples of how you've gone above and beyond to help customers in the past. We want to see that you truly care about delivering an exceptional experience!
Be Detail-Obsessed:Since this role requires a keen eye for detail, don’t forget to proofread your application. Typos or errors can give the impression that you might overlook important details in your work. Show us that you’re meticulous right from the start!
Demonstrate Your Problem-Solving Skills:In your written application, include instances where you've tackled complex issues head-on. We love candidates who can think on their feet and resolve problems efficiently. Share how you’ve handled escalations or tricky situations in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and tech-savvy, which is exactly what we’re looking for!
How to prepare for a job interview at MAGIC AI
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Lead role. Familiarise yourself with the key responsibilities and think about how your experience aligns with them. Be ready to discuss specific examples of how you've handled customer escalations or managed a team in the past.
✨Showcase Your Communication Skills
Since this role requires strong verbal communication, practice articulating your thoughts clearly and confidently. Prepare to demonstrate how you've effectively communicated with customers and team members in previous roles, especially during challenging situations.
✨Be Proactive in Problem-Solving
During the interview, highlight your proactive approach to identifying and resolving issues. Share examples where you've anticipated problems before they escalated and the steps you took to address them. This will show that you're not just reactive but also forward-thinking.
✨Demonstrate Your Detail-Obsessed Nature
The job description emphasises being detail-oriented. Prepare to discuss how you ensure accuracy in your work, whether it's through auditing service channels or managing logistics. Bring up specific instances where your attention to detail made a significant difference in customer satisfaction.
