Customer Service Manager in London

Quail Digital is an international manufacturer of high-quality wireless headset communication systems for the retail, quick-service, and healthcare sectors. Our products keep teams connected on the sales floor, in the kitchen, and in cath-lab environments. Our reputation for outstanding customer service is as important to us as the quality of the systems we supply. As we scale from a small to a medium-sized business and expand our product range with a new, more complex system, we are looking for a Customer Service Manager to lead that transition with confidence, structure, and vision.

THE ROLE

This is a hands-on leadership role with genuine strategic influence. You will own the day-to-day operation of our 3-person service desk while building the systems, processes, and culture that will carry the team and the business into its next phase of growth. You will report directly to the COO and play a central role in shaping how we use AI and automation to deliver faster, smarter, and more consistent customer experiences. The right person for this role thrives at the intersection of people leadership, operational excellence, and technology. You are as comfortable dealing with a difficult support call as you are mapping out a Claude AI workflow to reduce resolution times.

KEY RESPONSIBILITIES

• Service Operations
  • Manage and develop a 3-person service desk handling support for UK, EU and ROW territories for technical support, troubleshooting, warranty and repairs, spares orders, and UK on-site service calls.
  • Own and uphold SLA deliverables, ensuring timely, consistent, and high-quality resolution across phone and email channels.
  • Act as escalation point for complex technical or commercial issues, maintaining the company’s reputation for outstanding service.
  • Monitor team workload, prioritise tickets effectively, and maintain visibility across all open cases.
• Leadership & Team Development
  • Build the structure and processes needed to support a growing team as the business scales.
  • Lead, coach, and motivate the service desk team, fostering a culture of accountability, continuous improvement, and customer-first thinking.
  • Conduct regular one-to-ones, set performance objectives, and support the professional development of each team member.
• AI & Process Innovation
  • Take ownership of the company’s AI implementation roadmap within customer service, identifying opportunities to deploy Claude AI for automation, triage, knowledge management, and response efficiency.
  • Design and implement workflows and automations that reduce manual effort, improve response times, and free the team to focus on complex, high-value interactions.
  • Bring the team on the journey, embedding new tools into everyday practice.
• Strategy & Reporting
  • Report on service performance metrics to the COO, providing insight and recommendations to drive continuous improvement.
  • Collaborate cross-functionally with Sales, Operations, and Technical to ensure customer feedback informs business decisions.
  • Support the building and maintenance of a successful customer service strategy for the new Pro12 Headset System for Retail.

ABOUT YOU

• Essential
  • Proven 3-5 years’ experience in a customer service management or team lead role, ideally within a technical, B2B, or product-led environment.
  • Demonstrable track record of hitting SLA targets and delivering a high standard of customer satisfaction.
  • Strong leadership skills with the ability to motivate a small team and build structure in a growing business.
  • Excellent communication skills - clear, professional, and empathetic across both customer-facing and internal interactions.
  • A genuine interest in AI tools and process automation, with the appetite to learn, experiment, and implement.
  • Organised and detail-oriented, with the ability to balance operational demands alongside longer-term strategic projects.
• Desirable
  • Experience working with LLM-based tools (such as Claude, Copilot, or similar) in a professional or project context.
  • Background in hardware, electronics, telecommunications, or a technical product environment.
  • Familiarity with helpdesk or CRM platforms and experience designing support workflows.
  • Experience supporting international customers across UK, EU, and global territories.

OUR CULTURE

At Quail Digital we are a close-knit team that takes pride in both what we build and how we support it. Our customers rely on our products in fast-paced, high-pressure environments and they rely on us to be there when something goes wrong. We move quickly; we value initiative and believe in supporting people to make the best decisions for the direction of the business. It's not the big that eat the small it's the quick that eat the slow.

We are at an exciting point growing our product range, expanding our market, and investing in the tools and talent that will shape the next ever evolving chapter. This role is an opportunity to make a genuine, lasting impact on how we serve our customers and how our team works. If you are energised by the idea of building something, not just running it, we would love to hear from you.

Type: Full-time, Permanent

Location: 209 Harbour Yard, Chelsea, London, SW10 0XD UK

Work Model: On-site

Benefits: 25 days Holiday per year, Private Healthcare, Company Pension Contribution