Customer Service Manager

1 day ago

Berkhamsted HP EH, United Kingdom Estarli ebikes Full time £24,000 - £34,000 per year

About the Role

Cool things are designed, built and ridden at Estarli - so if you're looking for ordinary, this probably isn't it

We're looking for a highly capable, hands-on Customer Services, Operations & Shop Manager to join our Berkhamsted HQ. You'll be the bridge between our riders, retailers, production team and founders - keeping everything running smoothly from order to delivery, and ensuring every Estarli experience lives up to our standards.

This is a pivotal role for someone who loves organisation, thrives on variety, and enjoys leading people in a fast-growing, purpose-driven company with sustainability at its core.

What You'll Do

  • Lead and manage our Customer Services team, supporting day-to-day enquiries and evaluating performance.
  • Oversee partner relations, including retailer communications and coordination with third-party partners.
  • Manage orders and backlog, ensuring clear visibility of build timelines and efficient flow between departments.
  • Coordinate inbound shipments, stock levels and production schedules.
  • Oversee and continuously improve our AI tools, ensuring they're trained and updated to enhance support quality.
  • Manage the repairs function, including customer communications and our factory mechanics.
  • Maintain and manage demo bikes — scheduling, maintenance and presentation for test rides.
  • Uphold the quality, organisation and atmosphere of the Estarli on-site shop, ensuring visitors have an exceptional experience.
  • Manage and engage our Estarli Riders Club (Facebook) to build community and brand loyalty.

What We're Looking For

  • Proven experience in operations, customer service, ideally within a manufacturing or technology.
  • Confident leadership and people-management skills.
  • Exceptional organisation and communication - able to juggle multiple moving parts while remaining calm.
  • A tech-positive mindset with curiosity about tools like AI.
  • A proactive, problem-solving attitude and a love for process improvement.
  • A genuine passion for cycling, innovation and delivering great customer experiences.

Why Join Estarli?

We're a growing UK e-bike brand with a mission to get more people riding. Every Estarli bike is designed and built in our Berkhamsted factory, and we're proud of the people who make that possible.

This is a key role at the heart of the business - combining leadership, creativity and operational excellence. If you love fast-paced environments, believe in doing things properly, and want to help shape the future of British e-bikes, we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: £30,000.00-£34,000.00 per year

Benefits:

  • Company pension

Work Location: In person

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