Company: Fields Luxury Ltd / Swan & Edgar

Location: Remote

Hours: Full-time, 9:00am–5:00pm UK time

Engagement: Independent contractor

The role

We are seeking an experienced Customer Experience & Support Manager to lead customer service for a growing ecommerce business selling watches.

You will manage the support team, handle complex enquiries and improve customer satisfaction, processes and public reviews. This is a hands-on role involving both written and telephone support.

Responsibilities

Lead, coach and manage the customer-service team.
Monitor attendance, productivity, quality and professionalism.
Handle escalated enquiries, complaints, refunds and difficult calls.
Ensure effective support across email, telephone, chat and review platforms.
Own review scores, sentiment and review-generation processes and improvement.
Identify causes of negative feedback and coordinate solutions with Operations, Buying and fulfilment partners.
Create SOPs, templates, escalation rules and quality controls.
Improve response times, resolution times and first-contact resolution.
Analyse and manage process around returns, delivery issues, defects and recurring complaints - liaising with operations and our 3PL logistics partners
Report on contact volumes, service levels, refunds and customer satisfaction.
Use Shopify and relevant customer-support applications.
Implement automation and AI where it improves service without weakening the customer experience.
Provide reliable coverage throughout UK working hours.

Required experience

Three or more years in customer-service management.
Ecommerce or Shopify experience.
Experience supporting physical consumer products.
Proven team-management ability.
Excellent spoken and written English.
Comfortable providing telephone and written support.
Demonstrable success achieving or materially improving exceptional review scores.
Strong process, reporting and problem-solving skills.
Reliable, professional and able to work independently.
Strong online review management – TrustPilot, Google etc.

Desirable

Premium consumer products, watches, jewellery, fashion or accessories.
Knowledge of Zendesk or equivalent platform
International delivery, 3PL, returns and payment enquiries.
3PL logistics and operations understanding
AI, workflow automation and customer-service analytics.

Success measures

Improved online review, CSAT scores and sentiment.
Faster responses and resolutions.
Stronger automation and process implementation.
Higher first-contact resolution.
Fewer escalations and avoidable refunds.
Improved return rates.
Improved team attendance and quality.
Accurate reporting and documented processes.

Required equipment & environment

Laptop with headset and mic
Quiet workspace with strong, stable and secure internet connection

Customer Services Manager For Ecommerce Watch Brand