Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and optimise customer support operations while managing a small team.
- Company: Join a fast-growing e-commerce brand focused on health and wellness.
- Benefits: Enjoy remote work flexibility and competitive pay of £35K–£40K per year.
- Why this job: Make a real impact on customer experience in a dynamic, tech-driven environment.
- Qualifications: 3+ years in customer service with proven Shopify and Gorgias expertise required.
- Other info: Ideal for self-starters who thrive in a fast-paced, innovative setting.
The predicted salary is between 28000 - 32000 £ per year.
Customer Service Manager – Remote (Freelance) | £35K–£40K per year
Get AI-powered advice on this job and more exclusive features.
Customer Service Manager – Remote (Freelance) | £35K–£40K per year
Location: Remote
Contract Type: Freelance
Compensation: £35,000–£40,000 per year (based on experience)
Reports to: Operations Lead
Manages: 1 Customer Support Assistant
Start Date: ASAP
Type: freelance – Full time
About the Company
We’re a high-growth, direct-to-consumer e-commerce brand in the health and wellness space. We offer premium supplements with a customer-first mindset — and our operations, systems, and support need to reflect that standard.
We’re looking for an experienced Customer Service Manager who can take full ownership of the support function, scale it with systems and automation, and lead a small team — all while ensuring our customer experience remains exceptional.
Role Overview
This is a strategic and systems-heavy leadership role for someone who is not only fluent in Gorgias, Shopify, and Notion — but is capable of building, training, and optimising a full support operation with minimal guidance.
You’ll manage one Customer Support Assistant, personally handle escalations, implement macros and automations, document everything in Notion, and deliver customer feedback insights to management. You\’ll also work with our AI specialist to automate workflows and scale intelligently.
Key Responsibilities
- Full ownership of Gorgias, including:
- Building AI-powered automations and customer journeys
- Creating macros, tagging structures, inbox rules, and saved replies
- Setting up smart views for team workflows
- Train the support assistant on all aspects of Gorgias usage
- Collaborate with our AI specialist to automate processes and improve speed and consistency
System Building in Notion
- Build and maintain a robust support hub in Notion that includes:
- SOPs, policies, and training documentation
- Trackers for complaints, refunds, compensation, wrong orders
- Weekly CS notes, reviews, and escalations
- Complaint handling frameworks and product feedback loops
- Train the support team and relevant stakeholders on how to use Notion as their daily source of truth
Shopify & E-commerce Operations
- Shopify experience is essential — no exceptions
- You must be confident navigating orders, refunds, fulfilment issues, subscriptions, and tagging
- No training will be provided — you must be able to work independently from day one
- Integrate Shopify workflows seamlessly with Gorgias and AfterShip
Team Management
- Manage and coach the Customer Support Assistant:
- Conduct regular 1:1s and check performance against KPIs (e.g. first response time, CSAT, resolution rate)
- Review tickets for tone, quality, and accuracy
- Approve time off, manage scheduling, and provide ongoing development
- Personally handle high-priority or sensitive customer concerns
- Ensure service recovery steps (refunds, compensation, escalations) follow policy
- Monitor quality across tickets and ensure consistent tone of voice
High-Level Reporting
- Deliver weekly and monthly performance reports to senior management including:
- Ticket trends, recurring issues, and emerging concerns
- Customer sentiment themes and verbatim feedback
- Insights that inform product improvements, marketing angles, or business processes
- Maintain a rolling summary dashboard in Notion to keep management informed at a glance
Requirements
- Minimum 3 years in customer service, including 1+ year as a manager or senior lead
- Proven Shopify experience is essential — must be able to work unaided within the admin
- Expert-level Gorgias user: macros, rules, tagging, automations, inbox views, and AI tools
- Comfortable collaborating with AI automation specialists to improve team efficiency
- Advanced Notion user: capable of building, documenting, and training teams on systems
- Strong written English with excellent communication and problem-solving skills
- Experience managing team members remotely and driving KPI performance
Preferred (but not essential)
- Background in health, wellness, or supplements
- Familiarity with CSAT/NPS and customer sentiment tracking
- Experience with third-party review platforms like Trustpilot or Reviews.io
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
-
Industries
Wellness and Fitness Services
Referrals increase your chances of interviewing at Neuaura by 2x
Assistant Customer Experience Manager / Customer Service Manager
Customer Support Manager (SaaS/Software)
Customer Manager (Infrastructure, Government and Healthcare)
London, England, United Kingdom 1 day ago
Service Desk Support Analyst (on-site Aldermaston)
Nottingham, England, United Kingdom 1 week ago
Travel & Lifestyle Sr. Sales Manager UK & EMEA – Osprey & Hydro Flask
London, England, United Kingdom 2 days ago
RBDS Application Specialist – South Coast UK
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Customer Service Manager – Remote (Freelance) | £35K–£40K per year employer: Neuaura
Contact Detail:
Neuaura Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager – Remote (Freelance) | £35K–£40K per year
✨Tip Number 1
Familiarise yourself with Gorgias, Shopify, and Notion before applying. Since these tools are essential for the role, demonstrating your proficiency in them during any discussions will set you apart from other candidates.
✨Tip Number 2
Showcase your experience in managing customer service teams remotely. Be ready to discuss specific examples of how you've driven performance and maintained team morale in a virtual environment.
✨Tip Number 3
Prepare to discuss your approach to building and optimising customer support systems. Highlight any previous successes in implementing automations or improving workflows that led to enhanced customer satisfaction.
✨Tip Number 4
Research the health and wellness industry, particularly e-commerce trends. Being knowledgeable about the sector will help you connect your skills to the company's mission and demonstrate your genuine interest in their products.
We think you need these skills to ace Customer Service Manager – Remote (Freelance) | £35K–£40K per year
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly with tools like Gorgias and Shopify. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to manage a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and the health and wellness industry. Mention how your skills align with the company's needs, particularly your experience with automation and system building in Notion.
Showcase Your Technical Skills: Clearly outline your proficiency with Gorgias, Shopify, and Notion in your application. Provide examples of how you've used these tools to improve customer service operations or enhance team efficiency in previous roles.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including specific examples of how you've handled escalated customer issues or improved processes in past positions. This will show your capability to manage high-priority concerns effectively.
How to prepare for a job interview at Neuaura
✨Showcase Your Experience with Gorgias and Shopify
Make sure to highlight your hands-on experience with Gorgias and Shopify during the interview. Be prepared to discuss specific examples of how you've used these platforms to improve customer service operations, as this role requires a deep understanding of both.
✨Demonstrate Leadership Skills
As a Customer Service Manager, you'll be leading a small team. Share your past experiences in managing teams, focusing on how you motivated your team members, handled escalations, and ensured high performance against KPIs.
✨Prepare for System Building Questions
Since the role involves building systems in Notion, be ready to discuss your experience with documentation and system management. Think of examples where you've created SOPs or training materials that improved team efficiency.
✨Understand the Company’s Customer-Centric Approach
Research the company's values and their customer-first mindset. Be prepared to explain how you would maintain and enhance the customer experience while implementing automation and scaling support operations.
