Who we are
A UK e-commerce brand, growing fast, selling a physical product we manufacture ourselves. We're pouring money into better systems, automation and a support experience that doesn't feel like every other support experience.
The job in one line
Take a small, growing remote Customer Care team and turn it into something that runs calmly and well at three times the volume.
What you'll actually do
Lead
- Build, coach and structure a remote Customer Care team that's still taking shape. You'll have real say in who joins it.
- Own the numbers that matter: resolution time, CSAT/NPS, team engagement. Set the targets, defend them, hit them.
- Give people a visible path — what "good" looks like, what's next, how they get there.
- Work with Production and Design so support isn't the last team to hear about anything.
Fix
- Find the inefficiencies nobody's had time to fix. Introduce automation and AI tooling where it genuinely helps and push back where it doesn't.
- Build onboarding and training that means new starters are useful in weeks, not months.
- Own the Help Centre, internal docs and learning material, so customers can help themselves and the team isn't answering the same question 400 times.
- Turn customer feedback into something the rest of the business can act on — and keep pushing until it does.
Do
- Be the escalation point for the messy ones. Take the call nobody else wants to take.
- Stay in the tickets. This is a hands-on role in a hands-on business.
Who we're looking for
You've built or led a support team before — in e-commerce or services — and you know the difference between managing a queue and running a function.
Roughly 3+ years customer-facing, at least 2 of those leading people. You know your way around a ticketing system, you're comfortable with metrics and escalation, and you've inherited a mess at least once and sorted it.
More importantly:
- You've got backbone. You'll tell us when something's broken, including when it's our idea, and you'll bring a fix with you.
- You lead from the front. No hiding behind dashboards.
- You're analytical. You can look at data, work out what it's actually saying, and change something as a result.
- You're genuinely good with people — customers and colleagues, across teams and time zones. Empathy and patience aren't optional here.
- You're proactive and structured. You'd rather build the system than firefight forever.
If you need clear instructions and a settled process to do your best work, this isn't the one. If you want to build the process, keep reading.
What you get
- A real seat at the table in a business that's scaling fast
- Hybrid working
- Company pension
- Sick pay
- Cycle to work scheme
- On-site parking
- Casual dress
- Comfortable office, decent people, free drinks and snacks
How to apply
Send a CV and a short note answering one question: tell us about a support process you inherited that was broken, and exactly what you did about it.
Not a cover letter. Just that.
Direct applications only. Agency approaches will be ignored.
Pay: £25,420.00-£36,000.00 per year
Work Location: In person
