At a Glance
- Tasks: Lead customer service, manage agents, and resolve issues while ensuring top-notch service quality.
- Company: Dynamic startup with a focus on innovation and customer satisfaction.
- Benefits: Competitive salary, hybrid working, unlimited holiday, and wellness support.
- Other info: Enjoy regular socials, free lunches, and exposure to industry leaders.
- Why this job: Own a vital role in a growing company and make a real impact from day one.
- Qualifications: 2+ years in customer support, strong communication skills, and detail-oriented mindset.
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 escalate, 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.
- 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.
Who We're Looking For
Experience matters less than attitude. We care far more about how you think than where you've worked. If you're looking to break into the startup world and want a role where you'll own something real from day one, this is it. You'll be expected to make decisions, flag problems before they escape, and bring your own thinking to every situation. If you need to be told what to do next, this probably isn't the right fit.
- 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. You don't hide behind email when a call would be quicker.
- Detail obsessed. You spot the wrong tracking number, the missed follow-up, the unanswered escalation. Good enough isn't your standard.
- A finisher. You track things until they're done. Not nearly done. Done.
- Quick. Fast to respond, fast to think, fast to move. People notice when you're not.
- Proactive. You see problems forming and deal with them. You don't wait to be told.
- Adaptable. A B2C complaint, a B2B deadline, a Trustpilot dispute. You can switch between them without losing your thread.
- Customer obsessed. A delivery exception isn't just a status update. It's someone waiting for something. You treat it that way.
- 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
Join a dynamic and innovative team as a Customer Service Lead, where you'll have the opportunity to take ownership of customer interactions while managing a dedicated team. Our London HQ offers a vibrant work culture with hybrid working options, unlimited holiday, and a strong focus on employee wellbeing and development. With competitive salaries and unique perks like a free MAGIC Mirror, you'll thrive in an environment that values your contributions and fosters personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Get to know the company inside out! Research their customer service approach and values. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling escalations and sensitive issues, make sure you're comfortable talking on the phone. Role-play with a friend or family member to build your confidence.
✨Tip Number 3
Be proactive during interviews! Don’t just wait for questions; bring up your ideas on improving customer service or share examples of how you've tackled similar challenges in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining us and ready to take ownership from day one.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us see your enthusiasm for customer service shine through! 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 delivering top-notch service.
Be Detail-Oriented:Since we're all about the details, make sure your application is free from typos and errors. Double-check everything before hitting send. Highlight any experiences where your attention to detail made a difference in your previous roles. We want to know you can spot the little things!
Demonstrate Your Problem-Solving Skills:In your written application, give us a glimpse of your mental agility. Describe a challenging situation you faced and how you resolved it. We’re looking for proactive thinkers who can tackle issues head-on without waiting for instructions.
Tailor Your Application to Us:Make sure to customise your application to fit our vibe at StudySmarter. Use language that resonates with our job description and show us why you're the perfect fit for this player-manager role. And remember, applying through our website is the way to go!
How to prepare for a job interview at MAGIC
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. 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 service challenges in the past.
✨Show Off Your Communication Skills
Since this role involves a lot of phone interaction, practice articulating your thoughts clearly and confidently. Prepare for potential scenarios where you might need to handle escalations or sensitive issues over the phone. Demonstrating your verbal communication skills will be crucial.
✨Be Detail-Obsessed
The job requires a keen eye for detail, so come prepared with examples that showcase your attention to detail. Whether it’s spotting errors in ticket histories or ensuring compliance with retail partners, highlight how you’ve successfully managed similar tasks in previous roles.
✨Demonstrate Proactivity
This position is all about taking initiative. Think of instances where you identified potential problems before they escalated and took action. During the interview, express your proactive mindset and how it has positively impacted your previous teams or projects.
