Job Title: Customer Success Manager
Department: Customer Success (Customer Service / Technical Support)
Reports To: Sales Manager & Directors
Location: Full-Time, On-Site – Spennymoor, Durham
Salary: £35,000
Role Overview
The Customer Success Manager owns the full customer journey, leading a small team (currently 2 x Customer Service Executives and 2 x Technical Support Executives) to ensure every interaction, from general enquiries to technical troubleshooting, is handled efficiently, professionally, and to the highest standard.
We've learned our best managers are those who've "done the doing." This is a hands-on role: you'll learn your team's day-to-day work and get stuck in alongside them, leading by example, while also driving improvements in processes, systems, and cross-department collaboration. Expect roughly a 50/50 split between management and hands-on support.
Key ResponsibilitiesTeam Leadership & Management
- Manage, support, and develop a team of 4 (Customer Services Executive & Technical Support Executive), which will most likely grow over time
- Set clear expectations, KPIs, and performance standards
- Conduct regular 1:1s, reviews, and ongoing coaching
- Foster a positive, accountable, and high-performance team culture
- Become a trusted advisor to the senior leadership team
Customer Experience Ownership
- Take ownership of the end-to-end customer journey, including after-sales support
- Ensure all customer enquiries are handled promptly and effectively via phone and email
- Step in to help resolve escalated or complex customer issues where required, or proactively mentor your team to “own” these cases themselves where applicable, with your guidance and support
- Maintain a consistently high level of customer satisfaction and brand experience
Proactive Operational & Process Improvement
- Develop, implement, and refine customer service processes and systems
- Identify inefficiencies and introduce scalable solutions
- Build and maintain internal documentation, SOPs, and knowledge bases
- Drive continuous improvement initiatives across customer service and technical support
Technical & Product Support Oversight
- Oversee all technical support cases, ensuring accurate diagnosis and timely resolution
- Support the team with complex troubleshooting when required
- Ensure proper logging and tracking of technical issues, trends, and resolutions
- Work closely with suppliers and internal teams to resolve recurring product or technical issues
Cross-Department Collaboration
- Act as the central link between Customer Service and other departments, including:
- Warehouse & Stock
- Logistics & Delivery
- Sales & Projects
- eCommerce & Marketing
- Ensure smooth communication and alignment across all departments
- Support internal teams with customer insights and feedback
Reporting & Performance Tracking
- Monitor team performance, case volumes, response times, and resolution metrics
- Produce weekly & monthly reports for managers & board meetings on:
- Customer service performance
- Technical issues by product/category
- Recurring problems and root causes
- Use data to inform decisions and improvements
Systems & CRM Management
- Ensure accurate and consistent use of CRM systems across the team
- Maintain high-quality customer records and case tracking
- Help implement and optimise tools such as CRM platforms, AI chat systems, stock systems, and workflow tools
Hands-On Support
- Operate and assist with general customer enquiries via email and telephone, especially during busy periods
- Support order queries, returns, replacements, and delivery coordination
- Provide basic technical assistance when needed, or direct these toward our technical support specialists where appropriate
What We're Looking For
Someone who has genuinely managed people before, not just been a senior individual contributor, and who understands both customer service and technical support environments. We want a leader who earns credibility by doing the job alongside their team, not by directing from a distance.
Essential Experience & Skills
- 3+ years' experience managing or supervising a team (ideally 4+ direct reports), including setting KPIs, running 1:1s, and performance management
- Background in customer service, customer support, or technical support, ideally in a fast-paced, high-volume environment (phone and email)
- Proven ability to delegate effectively while remaining hands-on when required
- Experience onboarding, training, and developing new starters
- Confident handling escalated or complex customer complaints and de-escalating difficult situations, via telephone and email
- Experience working with CRM systems and maintaining accurate case/record tracking with ease
- Strong written and verbal communication skills, with the ability to produce clear reports for senior leadership
- Process-driven mindset, with experience building or improving SOPs, workflows, or documentation
- Ability to work cross-functionally with departments like warehouse, logistics, sales, and marketing
- Data-literate - comfortable using metrics (response times, resolution rates, case volumes) to drive decisions
- Experience utilising AI-powered chat/support tools or workflow automation in order to maximise efficiency and productivity
Desirable Experience & Skills
- Experience in eCommerce, retail, or a product-based business (bonus if home improvement, outdoor living, or similar, but not a show-stopper)
- Familiarity with technical/product troubleshooting (electrical, mechanical, or similar hands-on products would be beneficial)
- Previous experience scaling or growing a team as a business expands
- Exposure to supplier or third-party relationship management
- Experience presenting performance data at board or senior leadership level
Benefits:
- Work with an industry-leading luxury sauna provider, experiencing consistent year-over-year growth.
- Continuous training and coaching opportunities.
- Join a skilled, energetic, and dedicated team of A-players.
- 28 days of annual leave, including public and bank holidays.
- Option to purchase up to 10 additional holiday days via salary sacrifice.
- Free on-site parking.
How to Apply:
To apply, please send your CV and a short cover letter via Indeed. Due to the high volume of applications, we are unable to respond to all candidates. Please ensure you meet the essential experience requirements before applying, as applications without relevant experience will not be considered and will not hear back from us.
Pay: From £35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Application question(s):
- You acknowledge this is a full time office-based role at our HQ in Spennymoor, Durham
Work Location: In person
