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.
- Other info: Ideal for self-starters who thrive in a fast-paced, innovative setting.
- 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.
The predicted salary is between 28000 - 32000 £ per year.
Customer Service Manager – Remote (Freelance) | £35K–£40K per year
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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-timeIndustries
Wellness and Fitness Services
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#J-18808-LjbffrCustomer Service Manager – Remote (Freelance) | £35K–£40K per year employer: Neuaura
At Neuaura, we pride ourselves on being a dynamic and innovative e-commerce brand in the health and wellness sector, offering our employees the flexibility of remote work while fostering a collaborative and supportive culture. As a Customer Service Manager, you will have the opportunity to lead a small team, implement cutting-edge systems, and drive meaningful improvements in customer experience, all while enjoying competitive compensation and the chance for professional growth in a rapidly expanding company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager – Remote (Freelance) | £35K–£40K per year
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how Neuaura might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace Customer Service Manager – Remote (Freelance) | £35K–£40K per year
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at Neuaura know if you can meet their needs without any hiccups!
Tailor Your Application to Neuaura:Every company has its vibe and customer approach. Research Neuaura's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at Neuaura
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at Neuaura.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
