AddressCustomer Service Manager | Hybrid working out of brand new office in Marylebone
Who are we:
We're Free Soul, the leading Home of Female Wellness for women globally. Focused on the unique needs of women, we formulate nutritionist-designed products addressing everything from PCOS to menopause, bloating, and hormone health. Each product promises to empower our customers to become the best version of themselves. Similar to our products, our team is on a journey of growth, and as a small but rapidly expanding brand with ambitious goals, you can expect the freedom to shape your own growth and development.
Key Responsibilities:
1. Strategic Overhaul and Leadership:
- Develop and implement a comprehensive strategy to elevate our Customer Service department, focusing on enhancing efficiency, effectiveness, and customer satisfaction.
- Lead projects to update and optimise all Customer Service processes, including macros, procedures, and workflows.
- Take ownership of the current Customer Service operations, including ticket management through platforms like Gorgias, as well as email channels, ensuring seamless and timely resolution of customer inquiries.
2. KPI Development and Management:
- Establish clear Key Performance Indicators (KPIs) for the Customer Service team, aligning with company objectives and ensuring accountability.
- Regularly track and analyse performance metrics to measure the success of the Customer Service department and identify areas for improvement.
3. Customer Experience Enhancement:
- Implement initiatives to improve the overall customer experience, ensuring prompt and effective resolution of customer inquiries and issues.
- Collaborate cross-functionally with internal teams to address complex customer problems and ensure seamless customer interactions.
Ideal candidate profile:
- Proven experience in a Customer Service role, preferably within the e-commerce or direct-to-consumer (DTC) industry.
- Strategic thinker with the ability to develop and execute innovative initiatives to enhance the customer experience.
- Exceptional analytical skills with the ability to interpret data and drive insights.
- Excellent communication skills, both written and verbal, with a focus on professionalism, empathy and tone of voice.
- Proficiency in CRM tools and ticketing systems, ideally Gorgias.
What you’ll get in return:
- Free Soul product pantry access in the office.
- Your 3-monthly FS essentials free.
- 30% friends and family discount.
- Hybrid working: 4 office days during probation and 3 thereafter.
- Dog-friendly office.
- Access to private health insurance.
- Monthly team socials, lunch & learns, and internal events.
- Work laptop and full desk set-up.
- Pension plan.
- A brand-new office environment designed to be an inspiring place to work, collaborate, and grow.
The happiness of our employees is important to us, so whilst we're set on creating the best environment to develop along with dedicated perks, we know that truly, our best benefit is our people. We like to think that joining Free Soul isn't just a job, it's about becoming a part of a mission for change. Every member of our team contributes to one shared goal - to become one of the most recognised brands within wellness.
