Customer Service Manager (E-Commerce) - London

We are seeking a Customer Service Manager (E-Commerce) to help us deliver excellent, high-touch service to our customers by overseeing quality assurance across our growing team, training new team members, being a point of escalation for complex tickets, overseeing the establishment of new processes, and handling tickets. This is a full-time role based in London.

What You'll Do

• Learn all of our customer care processes inside and out


• Conduct quality assurance for team members to support development and growth


• Onboard new team members


• Handle and manage tickets via email/other platforms - especially escalated tickets


• Manage our content database and documentation


• Analyze trends in customer issues to highlight important themes in customer feedback to reduce the number of inbound inquiries


• Interact with our fulfillment warehouse to ensure timely and efficient delivery of orders


• Frequent reporting to monitor the performance of the team and plan resources
  
  You have excellent written English


• You have excellent judgement


• You're very organized and a great communicator


• You're thorough and detail-oriented


• You love to help people


• You're coachable and dedicated to continuous personal improvement


• You're tech literate and can learn new software with ease


• You're passionate about our brand and about what we do
  
  Founded in 2014, Linjer is a luxury jewelry and accessories company with a goal of making it easier for people to invest in long-lasting, quality products. Over the past few years, we have grown massively from a small Hong Kong based startup to a global team, and are entering the next phase of our explosive growth this year.