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
