A fast-growing, e-commerce business is looking for a hands-on Customer Service Manager to lead a small team, improve systems, and help drive the next phase of growth.
This is a pivotal role for someone who loves building structure, creating new processes, and improving efficiency. You’ll be leading a team of 2 while working closely with the Directors to “re-write the book”, introducing new SOPs, systems, reporting, and operational excellence.
The Role
- Lead, support and develop a team of 2 across customer service and admin
- Own customer experience across email, phone, live chat & marketplace platforms
- Redesign processes and SOPs to modernise operations and improve efficiency
- Build reporting dashboards using Excel to track KPIs and performance
- Streamline order processing, returns handling, and workflow efficiencies
- Work closely with e-commerce and warehouse functions to ensure smooth operations
- Contribute to business planning, service improvement, and continuous development
About You
- Experience leading a small customer service or operations team
- Proven background in e-commerce, online retail, or order-based environments
- Strong Excel skills – reporting, pivot tables, data analysis
- Confident creating SOPs, workflows, and operational processes
- Excellent communication skills and a proactive problem-solver
- Comfortable working hands-on in a growing, entrepreneurial business
- Enjoys improving systems, designing structure and driving efficiency
What’s in it for You?
- A key role in an established, high-growth e-commerce business
- Real influence to shape processes, systems and customer experience
- Family-run culture with autonomy and room to make an impact
- Opportunity to grow as the business continues to scale
If you're motivated by building better systems, leading a small team and making a real difference in a growing business — we’d love to hear from you.
Apply Now
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