Ecommerce Customer Service Manager

Job Description

At Kester Black, we create high-performance, sustainable beauty products that make people feel great—inside and out. Our mission? To replace 100 million traditional beauty products with better, safer alternatives. As we continue to grow, we’re looking for a Customer Service Manager to lead our customer support, ensuring exceptional service, seamless operations, and continuous improvement. This role is all about communication, efficiency, and innovation —you’ll be at the heart of enhancing the customer experience, ensuring our systems, processes, and team operate seamlessly. If you’re a proactive problem-solver with experience in customer service, e-commerce operations, and team management, we’d love to hear from you! How You’ll Make an Impact As the Customer Service Manager, you’ll play a pivotal role in creating exceptional post-purchase experiences for our customers . You’ll lead a high-performing team, assisting to refine our fulfilment processes, and optimise our ecommerce systems to drive efficiency and growth. Your leadership will ensure that every customer touchpoint—from inquiry to delivery—is seamless, supportive, and memorable. What You'll Do: Customer Service Excellence: Manage all customer inquiries across email and social media via Gorgias, ensuring fast, empathetic, and effective resolutions. Post-Purchase Experience: Identify and implement strategies to enhance the customer journey, from order tracking to returns and proactive communication. Reporting & Insights: Analyse customer service and fulfilment data to identify trends, improve processes, and inform business decisions. Team Leadership: Foster a collaborative, high-energy environment, coaching and motivating your team to deliver their best work. Develop and maintain procedural documentation to ensure clarity and consistency across processes, and take the lead in training and upskilling the wider team on best practices. System Optimisation: Enhance integrations between Shopify, Gorgias, and Monday.com and implement AI systems to improve efficiency and reduce workload. Process Improvement: Implement best practices and automation to streamline workflows, reduce errors, and enhance productivity. What You’ll Bring: Proven experience in customer service management. Strong leadership skills —you know how to motivate, mentor, and support a team. Exceptional problem-solving abilities with a customer-first mindset. Proficiency in ecommerce platforms like Shopify, Gorgias, and Monday.com (or a strong ability to learn quickly). Analytical mindset —you use data and insights to drive improvements. A proactive, solutions-focused approach , with the ability to balance strategy and execution. Passion for process optimisation , ensuring efficiency without compromising customer experience. What We Offer A culture for growth: Be part of a team that values ambition, creativity, and learning. Career progression: Work in a fast-moving, high-growth environment where your ideas matter. Training & development: Access resources to refine your skills and stay ahead of industry trends. Product perks: Enjoy a generous product allowance and exclusive employee discounts. A collaborative, high-performing team: Work alongside talented people who are passionate about what they do. At Kester Black, you’ll have the freedom to test, optimise, and innovate—because when you grow, we grow. #J-18808-Ljbffr