Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer experience and ensure every interaction is human and empathetic.
- Company: Milly Grace, a fast-growing jewellery brand focused on quality and community.
- Benefits: Competitive salary, performance incentives, 25 days holiday, and a high-autonomy environment.
- Why this job: Make a real impact on customer experience and help shape the future of a growing brand.
- Qualifications: 2+ years in e-commerce customer experience; Shopify and Gorgias experience required.
- Other info: Hybrid role in Leeds with opportunities for direct collaboration with leadership.
The predicted salary is between 30000 - 35000 £ per year.
Milly Grace is one of the UK’s fastest-growing jewellery brands, loved for our distinctive, high-quality waterproof pieces designed for women who never want to take their jewellery off. As we enter our most ambitious growth phase yet, our priority remains exactly where it started: our community. We believe that every customer deserves an experience as high-quality as the jewellery they wear. We are looking for a Customer Experience Lead who is obsessed with delivering that standard and who wants to be the ultimate advocate for our customers as we grow.
This is a pivotal hire for Milly Grace. You will be the first person dedicated entirely to our customer journey. You will own the inbox and the systems behind it. This is a truly hands-on role; you’ll be the one personally delivering a gold-standard response to our community every day, while simultaneously building the workflows to make that experience more efficient as we grow.
We are looking for a resilient, highly organised specialist who wants to make a visible, meaningful difference to the experience of our customers. You won’t just be answering tickets; you will be architecting the systems, standards, and fulfilment coordination that ensure our community remains at the heart of everything we do.
What You Will Own- The Gold Standard of Care
- Total Channel Ownership: Own our voice across Email, Live Chat, Instagram, and TikTok. You will ensure every interaction feels human, empathetic, and perfectly brand-aligned.
- KPI Excellence: You will take full responsibility for the health of our customer service. This means hitting and exceeding targets for CSAT (Customer Satisfaction), First Response Time (FRT), and Resolution Rate.
- Resilient Problem Solving: You will stay calm and effective during high-volume launch periods, taking full ownership of complex queries and turning challenges into brand advocate moments.
- Systems & Human-Centric Efficiency
- Helpdesk Architecture: Take full ownership of Gorgias. You will optimise our workflows, using smart macros and AI-assisted tools to remove heavy admin, giving you more time for human conversation.
- The Voice of the Customer: You will be the primary link between our community and the brand. You will use data and feedback to identify trends and propose solutions that improve our website, products, and processes for the customer.
- Fulfilment & Journey Coordination
- The Logistics Bridge: Act as the primary link between our customers and our fulfilment partners. You will proactively investigate shipping discrepancies and ensure the physical journey of our jewellery matches the quality of the pieces themselves.
- Journey Ownership: From order confirmation to unboxing, you will ensure every step is seamless.
- Experienced: You have 2+ years of dedicated experience in e-commerce customer experience (Shopify and Gorgias experience is essential).
- You are highly organised and thrive on ownership. You don't just follow a process; you look for ways to make it better for the end user.
- Resilient: You enjoy the fast-paced nature of a scaling brand. You are a solution-finder who stays focused, positive, and empathetic.
- Passionately Human: You understand that waterproof jewellery for real life means being there for our customers during their real-life moments.
- £30,000 - £35,000 base salary + performance incentives
- The opportunity to architect and lead the customer journey for a growing brand
- A high-autonomy environment where your systems and ideas lead the way.
- Directly collaborate with the brand's leadership and see first-hand what it takes to build a brand from the inside.
- 25 days holiday plus bank holidays.
- We work in our Leeds studio as a team 2+ days a week (typically Mondays and Thursdays). Note: This is a hybrid role based in Leeds. We are seeking a dedicated team member, not remote workers, freelancers, or agencies.
The right person will make a visible, lasting mark on our community and customer experience from day one. If you want to look back in two years and say, ‘I built the standards that made Milly Grace the best customer experience in the industry,’ this is the role for you.
How to ApplyPlease send the following to talent@millygrace.co.uk with the subject line: Customer Experience Lead [Your Name]
- Your CV: Highlighting your experience with Shopify, Gorgias, and Customer Experience.
- A Brief Video/Loom (2–5 mins): Please introduce yourself and let us know why you are the right person to lead the Milly Grace customer journey.
Please note: Applications without a Video/Loom will not be considered. We can’t wait to meet you!
Customer Service Lead in Leeds employer: Milly Grace
Contact Detail:
Milly Grace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead in Leeds
✨Tip Number 1
Get to know the brand inside out! Before your interview, dive into Milly Grace's products and values. This way, you can show how your passion for their jewellery aligns with their mission to provide a gold-standard customer experience.
✨Tip Number 2
Prepare for those tricky questions! Think about how you've handled challenging customer situations in the past. Be ready to share specific examples that highlight your problem-solving skills and resilience—qualities that are key for this role.
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with tools like Shopify and Gorgias before the interview. If you can demonstrate your knowledge of these platforms, it’ll prove you’re ready to hit the ground running in optimising customer service workflows.
✨Tip Number 4
Don’t forget to showcase your human side! Milly Grace values empathy and connection, so during your video introduction, let your personality shine through. Share why you’re passionate about creating memorable customer experiences—it could be the thing that sets you apart!
We think you need these skills to ace Customer Service Lead in Leeds
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about creating amazing experiences for our community.
Tailor Your CV: Make sure your CV highlights your experience with Shopify and Gorgias. We’re looking for someone who knows their stuff, so don’t be shy about showcasing your skills and achievements in these areas!
Nail the Video Introduction: Your video is your chance to stand out! Keep it engaging and personal. Tell us why you’re the perfect fit for the role and how you can elevate our customer journey. Remember, we want to see the real you!
Follow the Application Instructions: Make sure to send your application to the right email with the correct subject line. We love attention to detail, and following instructions shows us you’re serious about joining our team!
How to prepare for a job interview at Milly Grace
✨Know the Brand Inside Out
Before your interview, dive deep into Milly Grace's brand values and products. Understand their unique selling points, especially the waterproof aspect of their jewellery. This knowledge will help you demonstrate your passion for the brand and how you can contribute to their customer experience.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight situations where you turned a challenging interaction into a positive outcome. This will show that you embody the 'passionately human' approach they’re looking for.
✨Familiarise Yourself with Tools
Since experience with Shopify and Gorgias is essential, make sure you're comfortable discussing how you've used these platforms in previous roles. If you have any tips or tricks for optimising workflows, be ready to share them during the interview.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle high-pressure situations or complex customer queries. Think of specific examples where you’ve successfully resolved issues and be prepared to discuss your thought process. This will showcase your resilience and problem-solving skills.