ACE Grading is one of the UK's leading card grading companies, trusted by collectors to authenticate, grade, and protect their trading cards. We're growing quickly, and the next step is making our customer experience as strong, clear, and trusted as the product itself.
We're hiring a Customer Experience Manager to own the day-to-day quality, speed, and consistency of our customer support operation. This is not just a ticket-answering role. You'll be responsible for improving how customers experience ACE from submission to return, spotting repeated issues, tightening communication, and giving leadership clear visibility on what customers are actually feeling.
What you'll own
- Managing the customer support operation and overall inbox performance
- Improving response times, resolution quality, backlog control, repeat contact, and customer satisfaction
- Creating and maintaining response templates, tone standards, help centre content, and customer update templates
- Handling escalated complaints and sensitive customer situations with calm, commercial judgement
- Turning repeated customer pain points into clear process improvements for operations, grading, logistics, and leadership
- Producing a weekly customer experience report covering top issues, risks, trends, and recommended actions
- Supporting and coaching team members who handle customer queries
- Making sure customer communication around delays, service changes, submissions, returns, and edge cases is clear and consistent
What success looks like
- Customers get faster, clearer, more consistent replies
- Support backlog and repeat contact reduce
- Common issues are spotted early and fixed at the root
- Leadership has a clear weekly view of customer pain, not just ticket volume
- ACE feels more premium, predictable, and trustworthy throughout the customer journey
What we're looking for
You'll likely have experience in customer support, customer experience, ecommerce operations, marketplace operations, logistics-heavy support, subscriptions, or a premium consumer brand.
You should be:
- An excellent written communicator
- Calm under pressure and good with difficult customers
- Organised, data-aware, and comfortable working from support metrics
- Commercially sensible, knowing when to protect the customer and when to protect the business
- Strong enough to challenge internal processes when they're causing customer pain
- Practical, hands-on, and comfortable improving systems while still getting the day-to-day work done
Experience with customer support platforms, ecommerce tools, or help centre systems would be useful, but judgement and ownership matter more than a perfect software match.
This role is not for someone who only wants to clear tickets. We need someone who can help build the function properly: better standards, better reporting, better escalation, better communication, and fewer repeat problems.
Why join ACE
You'll be joining a fast-growing business in a passionate collector market, with a real chance to shape how customer experience works as the company scales. The role has clear ownership, visible impact, and direct access to leadership.
To apply
Send your CV and a short note explaining a customer experience or support process you improved, what changed, and what the result was.
Pay: £35,000.00-£42,000.00 per year
Benefits:
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
Work Location: In person
