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. An agent escalation, a courier dispute, a returns query, and a Trustpilot response can all land in the same hour. We don't expect you to come to us for every answer. We expect you to think it through and act.
- 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 in London employer: MAGIC AI
Join a dynamic team as a Customer Service Lead, where you'll play a pivotal role in shaping our customer experience while enjoying a vibrant work culture at our London HQ. With competitive salaries, unlimited holiday, and a strong focus on mental health and wellbeing, we empower our employees to thrive both personally and professionally. You'll have access to learning and development opportunities, regular socials, and the chance to work closely with investors and athletes, making this an exciting place for those passionate about customer service and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead in London
✨Tip Number 1
Get your hands dirty! When you're applying for a role like Customer Service Lead, show us you’re ready to dive into the action. 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. Highlight any experiences where you’ve improved service standards or quality control in previous roles.
✨Tip Number 3
Show off your communication skills! Whether it’s handling escalations or chatting with customers, we want to see how you connect with people. Practice articulating your thoughts clearly and confidently, especially over the phone.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace Customer Service Lead in London
Some tips for your application 🫡
Show Your Customer Obsession:When you're 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 love candidates who are genuinely obsessed with making every interaction count!
Be Detail-Obsessed:Since this role requires a keen eye for detail, don’t shy away from showcasing your attention to detail in your application. Whether it’s catching errors or ensuring quality in your previous roles, let us know how you’ve nailed it before. We want to see that you can spot the little things that matter!
Demonstrate Your Proactivity:We’re looking for someone who doesn’t just react but anticipates issues before they arise. In your application, share instances where you identified potential problems and took action to prevent them. Show us that you’re a proactive problem-solver!
Keep It Conversational:Your written application should reflect the same friendly and approachable tone we use at StudySmarter. Write as if you’re having a chat with us, and don’t forget to apply through our website. We can’t wait to hear from you!
How to prepare for a job interview at MAGIC AI
✨Know Your Customer Service Inside Out
Before the interview, brush up on your customer service knowledge. Familiarise yourself with common issues and resolutions, especially those related to e-commerce. Be ready to discuss how you would handle specific scenarios, as this role demands a proactive approach to problem-solving.
✨Demonstrate Your Detail-Obsessed Nature
Since attention to detail is crucial for this position, prepare examples that showcase your ability to spot errors and improve processes. Think of times when your meticulousness led to better outcomes, whether in ticket management or quality control.
✨Show Off Your Communication Skills
As a Customer Service Lead, you'll need to communicate effectively with customers and team members alike. Practice articulating your thoughts clearly and confidently. Consider role-playing common customer interactions to demonstrate your verbal communication skills during the interview.
✨Be Ready to Discuss Logistics Management
Given the importance of logistics in this role, be prepared to talk about your experience with couriers and 3PLs. Share specific examples of how you've managed escalations or resolved complex delivery issues, highlighting your ability to stay calm under pressure.
