Head of eCommerce Customer Service

As a dedicated Head of eCommerce Customer Services, you will lead the delivery of exceptional customer experiences across all channels. Overseeing support operations, team performance, and customer satisfaction, you’ll champion a customer-first mindset. Collaborating with Product, Sales, and Operations, you’ll ensure service excellence aligns with company goals.

Responsibilities of the Head of eCommerce Customer Services:

• Lead and manage the customer service team to deliver outstanding support across all channels, ensuring timely and effective resolution of queries and issues.
• Develop and implement strategies to enhance the end-to-end customer journey, increasing satisfaction through all CS Channels.
• Recruit, train, and mentor team members, fostering a culture of accountability, empathy, and continuous improvement.
• Oversee day-to-day operations, including SLAs, KPIs, and process efficiencies to ensure high-quality service delivery.
• Work closely with e-commerce, product, and operations teams to ensure customer feedback informs business decisions and improvements.
• Monitor and analyse customer interactions and satisfaction metrics to identify trends, pain points, and opportunities for service improvement.
• Manage complex customer issues and escalations, ensuring they are resolved quickly and appropriately, protecting brand reputation.
• Evaluate and implement customer support tools and platforms to streamline workflows, improve reporting, and enhance the overall support experience.
• Act as the voice of the customer within the business, championing their needs and advocating for improvements to products, services, and communication through all channels, countries and marketplace.

Experience required:

Requirements:

• Demonstrable experience as a Head of Customer Service or Senior Customer Experience Manager.
• Significant experience in customer service, preferably within an eCommerce Retail brand.
• Line management experience with a supportive and encouraging management style
• Experience using Shopify, ZenDesk and Trustpilot

Skills:

• Excellent communication skills with attention to detail.
• Ability to meet deadlines and work under pressure.
• Data-driven mindset with comfort in handling KPIs and setting performance goals.
• Familiarity with customer service software, CRM systems, and best practices in customer support.