The role
You’ll own the entire customer service function for a customer-centric DTC brand — from first contact through to chargeback resolution. This is a player-coach seat. You set the strategy, own the numbers, and still get in the queue when volume spikes.
You are the glue between customer service and logistics, manufacture, marketing and finance. You are the voice of the customer into those teams, not the owner of them.
Head office and control sit in the UK. This is a UK-based hire.
How the function is structured
- UK internal team of about five — escalation / senior agents
- US internal team of two — same, escalation / senior agents
- Outsourced partners — telephony and the basic volume work
You build out the UK and US internal teams as the quality and complexity layer. The BPO does the doing on volume. If the current outsourced partner isn’t working, you re-tender, replace them, or stand up new teams.
What you’ll own
- Chargebacks, card disputes, refunds and goodwill, including representment and win-rate
- Escalation tickets and the policies that stop them becoming disputes
- QA, training, and policy / SOP ownership
- KPI management: connection rates, CSAT, customer reviews, refund rate, chargeback rate
- Capacity planning across UK, US and a growing overseas outsourced function
- Recruiting into the function — hire underneath you or grow existing talent
- Authority to re-tender or replace outsourced partners, and to build in-house teams if needed
- Zoho CRM build-out for cases, SLAs, refunds and dispute evidence
- Line management of the UK team of five and the US team of two
What you won’t own
Logistics, manufacture and marketing stay separate. Your job is to surface where they create customer friction and drive the fix. Influence without authority.
Hours
No fixed hours. You’ll cover UK, US and European time zones — roughly 40% US-facing — plus any new markets as we grow. Flexible, but you need to be reachable across those windows.
Who you are
- 7–12+ years in customer operations, escalations-first
- You’ve personally worked chargebacks and refund leakage, not just supervised a queue
- Managed people and an outsourced partner, or been the client-side BPO lead
- Built training, QA scorecards and written policy
- Practical capacity planning, not theoretical
- Comfortable recruiting and standing up new teams
- Experience building internal escalation teams from a BPO-first model — promoting agents into senior roles and setting up a tiered structure
- Systems-literate: Zendesk, Freshdesk, Salesforce Service Cloud or similar. Zoho is a plus
- High-ticket DTC or product-fit experience is a strong advantage
- Hands-on. You can hold the vision and still do the graft without getting lost in either
What success looks like
Numbers first. Culture follows.
- Higher connection rates
- Higher CSAT
- Better customer reviews
- Lower refunds
- Lower chargebacks and disputes
- A cleaner customer journey
What we offer
- Hybrid working from the Wigan office, majority on-site
- Pension Scheme
- A clear “you own the function” brief
- A seat at the table — this is the most important role in a customer-centric brand
Pay: £55,000.00-£60,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Flexitime
- Free parking
- On-site parking
Ability to commute/relocate:
- Wigan WN3 4HE: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Over 7 years experience in a smilar role?
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer Service Management: 7 years (required)
Language:
- Native English (required)
Work authorisation:
- United Kingdom (required)
Location:
- Wigan WN3 4HE (preferred)
Work Location: In person
