Customer Service Manager
Customer Service Manager
Type of Position: Permanent Position Company / Organisation / Artist Name: Tilly Sveaas Area of Fashion: Customer Services Location: London, UKHours: Full Time Experience: 2 to 5 years Website: https://tillysveaas.co.uk/ Twitter Handle: @ Ad Expires In: 1 month 1 week About: Tilly Sveaas founded her eponymous brand in 2016. Born in Hong Kong to British-Norwegian parents, London-based Tilly has been a jewellery designer for over 25 years, creating her first pieces during an extended trip to Bali, where she still produces to this day.Sourcing experts and suppliers in both Asia and Europe she has been able to bring her free spirited nature and love of travelling into the foundation of the brand. In the last decade her pieces have graced the pages of Vogue, Harper’s Bazaar, Elle and Marie Claire, as well as Forbes, The Times and The NY Times. Her inimitable style features an eclectic mix of links, chains and pendants, which form the building blocks of every collection. By playing with scale and weight, these timeless elements are re-imagined to glorious effect, resulting in a contemporary collection with by-gone charm. |
Founded in 2016, Tilly Sveaas is a fast-growing, founder-led jewellery brand with big ambitions and a small, dynamic team.
We're looking for a Customer Service Manager who believes exceptional customer experience is one of the most powerful ways to build brand loyalty.
The Customer Service Manager will lead the evolution of our customer support function, implementing new technology, refining processes and ensuring every customer interaction reflects the quality & ethos of our brand. This is both a strategic and hands-on role, ideal for someone who enjoys improving systems as much as delighting customers.
Reporting to the CMO, the Customer Service Manager will work closely with our Head of Operations to oversee the day-to-day customer service function, manage our Customer Support Advisors and collaborate with our 3PL to deliver a seamless post-purchase experience.
The Customer Service Manager will also partner with the Ecommerce & Trading Manager to continually improve the onsite customer journey, while working closely with the CEO/Founder to share customer insights that help shape future products, processes and business decisions.
Responsibilities of the Customer Service Manager
Customer Experience:
- Lead the customer service function, ensuring every interaction reflects the Tilly Sveaas brand.
- Develop a customer-first culture focused on empathy, quality and resolution.
- Monitor customer satisfaction, including Trustpilot & YotPo reviews and implement initiatives to continually improve the customer experience.
- Own customer feedback, identifying trends and sharing actionable insights across the business.
Technology & Optimisation:
- Lead the migration from Help Scout to Gorgias.
- Configure Gorgias to maximise automation, macros, AI features and Shopify integrations.
- Continually optimise workflows, with support of AI tools, to reduce repetitive enquiries and improve first-contact resolution.
- Work closely with the Ecommerce team to integrate customer service into the wider Shopify ecosystem.
Customer Service Operations:
- Manage the day-to-day performance of the customer service team.
- Develop processes and workflows that improve efficiency while maintaining a premium service.
- Create and maintain customer service documentation, playbooks and knowledge articles
- Establish KPIs and reporting around response times, resolution times & CSAT scores
- Forecast customer service demand and resource requirements during peak trading periods.
Cross-functional Collaboration:
- Partner with Marketing & Ecommerce to improve post-purchase communications and reduce customer friction.
- Work closely with Operations on fulfilment, shipping and returns processes.
- Collaborate with Product and Marketing to proactively address recurring customer queries.
- Support launches by ensuring the customer service team is fully prepared with training and resources around new product features etc.
Team Management:
- Recruit, train and develop the customer service team.
- Coach team members to deliver exceptional customer experiences.
- Foster a positive, collaborative and high-performing culture.
- Set clear objectives and support ongoing professional development.
What Tilly Sveaas is looking for:
- 4+ years’ experience in customer service within a premium or luxury ecommerce or retail brand
- Experience managing a customer service team of 1 or more
- Experience using and/or managing Gorgias (or a similar ecommerce support platform such as
- Zendesk)
- Good knowledge of Shopify and ecommerce customer journeys
- Experience using automation, AI and customer service technology to improve efficiency
- Excellent analytical skills with the ability to turn customer data into actionable insights
- Outstanding communication skills and a genuine passion for customer experience
- A continuous improvement mindset with strong management & organisational skills
Tilly Sveaas Benefits:
- Competitive salary in line with experience
- Opportunity to be part of a small but impactful team that is highly creative & collaborative
- Office located in Chelsea, SW10
- 25 days of holiday
- Automatic pension enrolment
- Private healthcare
- Generous staff discount
