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Customer Service Manager

3 months ago

United Kingdom ADLIB Recruitment | B Corp™ Full time

Customer Support Lead

Location – Remote work in the UK - Applicants must be UK based.

Work week – Monday – Thursday

Start Date – ASAP

Reporting to – Support Director

Salary - £22,048


🌟 Join a fully remote UK based business committed to growth and collaboration.

🌟 Highly supportive working environment with a focus on improving and learning new skills.

🌟 Impressive staff retention rates – people LOVE working here



We are seeking a dynamic Customer Support Lead for a prestigious client in the entertainment industry. This position is available due to an upcoming maternity leave in October. To ensure a smooth transition, we aim to onboard the new lead in August. This role would be 9 AM to 5PM, Monday to Thursday and would be reporting into the Support Director. If you have a passion for delivering exceptional online customer support and are ready to join a vibrant team, we encourage you to apply.


What you’ll be doing:


As Customer Support Lead, you will be leading a small team of 2 – they already have one customer support agent on the team and are looking to hire another. We are looking for someone with a minimum of 2 years of experience in customer care supporting eCommerce platforms and digital products within a fast-paced environment and experience in managing a small team. You will be working collaboratively with the wider team providing prompt, efficient and courteous customer service, answering customer enquiries and resolving issues. You will need to be comfortable providing monthly reports on support metrics, patterns, and process improvements. And continuously train and mentor the customer care agents on the team.


Skills Needed:


  • Experience in customer care supporting eCommerce platforms and digital products.
  • Experience managing, growing, and mentoring small teams.
  • Proficiency in customer support platforms tailored to both digital and physical product support (e.g. Shopify).
  • Capable of managing multiple projects and client relationships simultaneously.
  • Proficient use of customer support software platforms (e.g., Zendesk, Freshdesk).
  • Great communication and interpersonal abilities written and verbal.
  • Excellent organisational skills including prioritising work.
  • Ability to successfully manage multiple incoming/outgoing communications
  • across Slack, email etc.
  • Awareness of and adherence to company Information Security policies, ensuring security training is up to date and applying best practice day to day.
  • Knowledge of the book publishing industry or similar physical product sectors.


What’s in it for you?


  • 💰 Salary up to £22,048.
  • 🏠 Fully remote working in the UK.
  • 🩺 Private Medical Care.
  • ✈ 26.5 days holiday including bank holidays.
  • 🌎 Work abroad 4 weeks per year.
  • 💜 Employee Assistance Program.
  • 😇 Life Insurance – up to 4 x your salary.
  • 📚 Budget for training courses, learn new technologies.
  • 📈 Personal development plan.
  • 🤝 In-person meetup with your manager every 6 months.
  • 🌞 Summer team BBQ social.
  • 🎄 Christmas Party.


What next?


If this sounds like it could be a great fit for you, then please apply with your most up to date CV or email amber@adlib-recruitment.co.uk.


Please be aware that we are unable to offer sponsorship at this time and applicants must be based in the UK and have the right to work.