Customer Service Manager

Customer Experience ManagerAre you a natural leader with a passion for customer service, customer growth, team development, and innovation? Do you thrive in dynamic environments and enjoy helping teams reach their full potential while continuously improving processes? If so, this is your chance to lead a growing customer experience team and shape the customer experience for a fast-scaling business!What You'll Do:Lead, mentor, and develope a team of Customer Expereince professionals, ensuring they provide outstanding service to our customers.Manage inbound sales enquires with our Marketing Manager to ensure no opportunities are missed. Oversee day-to-day operations, including resolving customer queries, escalations, and connection issues.Build and maintain relationships with key customers, ensuring high levels of satisfaction and retention.Work closely with the technical team and external partners to resolve the rare, more complex customer issues that fall outside the team's scope.Innovate and automate: Focus on streamlining processes, improving efficiency, and automating responses using tools like Zendesk.Set up and manage bots within Zendesk to automate routine responses and enhance the customer experience.Monitor and analyse customer support metrics (e.g., response times, resolution rates) and implement improvements to drive operational efficiency.Manage team operations by organising shift schedules, including weekend coverage, while maintaining a balanced workload for the team.Act as a brand ambassador, participating in customer-facing activities and helping to raise awareness of our business in Glasgow and beyond.Provide training and ongoing development for team members to enhance their skills and improve customer interactions.Report to senior management on customer service performance, feedback trends, and areas for improvement.What You'll Get:A competitive salary of £40,000 per year.33 days of holiday to enjoy a healthy work-life balance.The opportunity to work in a fast-growing, scale-up environment, with the backing of fantastic investors driving our growth across the UK.The ability to make a significant impact on our customer journey and contribute to the company’s expansion.Why You’ll Love It Here:Be part of an innovative business that’s expanding rapidly across the UK.Lead a passionate and motivated customer experience team, creating opportunities to shape their career development.Collaborate with driven individuals in a supportive and dynamic environment.Your contributions will be valued as we grow our presence and make a real difference to the customer experience.What We're Looking For:Proven experience in a Customer Experience Manager or similar leadership role, ideally in a scale-up or startup environment.Strong problem-solving skills, with the ability to manage escalations and deliver timely solutions.A collaborative leader who enjoys mentoring and developing team members.Excellent communication skills and a customer-centric approach.Experience with Zendesk, including setting up and managing bots to automate customer responses, is required.Experience managing customer billing issues is required. Experience of Stripe is preferred but not essential A focus on innovation, with experience in automating processes to improve efficiency.Ability to analyse metrics, identify trends, and implement process improvements.Flexibility to manage a shift-based team, including weekend coverage.This is your opportunity to shape the future of our Customer Experience Team, driving innovation and automation while playing a key role in our expansion across the UK. If you're a proactive leader who thrives on helping teams and customers succeed, we’d love to hear from you!