As a dedicated Head of eCommerce Customer Services, you will lead the delivery of exceptional customer experiences across all channels. Overseeing support operations, team performance, and customer satisfaction, youll champion a customer-first mindset. Collaborating with Product, Sales, and Operations, youll ensure service excellence aligns with company goals. Responsibilities of the Head of eCommerce Customer Services:
Lead and manage the customer service team to deliver outstanding support across all channels, ensuring timely and effective resolution of queries and issues.
Develop and implement strategies to enhance the end-to-end customer journey, increasing satisfaction through all CS Channels.
Recruit, train, and mentor team members, fostering a culture of accountability, empathy, and continuous improvement.
Oversee day-to-day operations, including SLAs, KPIs, and process efficiencies to ensure high-quality service delivery.
Work closely with e-commerce, product, and operations teams to ensure customer feedback informs business decisions and improvements.
Monitor and analyse customer interactions and satisfaction metrics to identify trends, pain points, and opportunities for service improvement.
Manage complex customer issues and escalations, ensuring they are resolved quickly and appropriately, protecting brand reputation.
Evaluate and implement customer support tools and platforms to streamline workflows, improve reporting, and enhance the overall support experience.
Act as the voice of the customer within the business, championing their needs and advocating for improvements to products, services, and communication through all channels, countries and marketplace.
Experience required:
Requirements:
Demonstrable experience as a Head of Customer Service or Senior Customer Experience Manager.
Significant experience in customer service, preferably within an eCommerce Retail brand.
Line management experience with a supportive and encouraging management style
Experience using Shopify, ZenDesk and Trustpilot
Skills:
Excellent communication skills with attention to detail.
Ability to meet deadlines and work under pressure.
Data-driven mindset with comfort in handling KPIs and setting performance goals.
Familiarity with customer service software, CRM systems, and best practices in customer support.