Customer Service Manager (Hands On) for Ecommerce Brand - Phone, Email, Gorgias

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: TYPE OF WORK

Full Time

: SALARY

1000-1500usd a month

: HOURS PER WEEK

50

: DATE UPDATED

Aug 8, 2026

JOB OVERVIEW

We are a UK premium home fragrance brand (waterless diffusers and fragrance oils) doing over £1M a year. We are looking for an experienced Customer Service Manager to own our customer service full time, build the system behind it, and grow into running the function.

Read this first: this role is hands on. You are the person taking the calls, answering the emails and building the setup yourself. This is not a seat where you only supervise. You roll your sleeves up, get the system built, and run it day to day. As we grow, you step up: you hire and manage the next customer service person and move into a full manager role. We want someone who wants that path, not someone who only wants to manage from day one.

Why this is a full time role from the start. The first months are build heavy, not just answering tickets. You will be setting up our Gorgias helpdesk properly, writing the knowledge base, creating video guides and help content, sorting our courier and claims processes, and getting our supplier complaint reporting running. There is a full day of real work in that while ticket volume is still growing. As volume rises, your mix shifts from building the system to running it and managing the team.

What you will own

Phone and email support for our main brand: orders, deliveries, returns, product questions and general enquiries. You are comfortable on the phone with UK customers.

Building and owning our Gorgias helpdesk from the ground up: macros, workflows, knowledge base, automations.
Managing couriers and putting in claims for lost or damaged parcels.

Handling our TikTok Shop customer messages and issues.

A monthly report that ranks the most common product and supplier complaints, so we can act with suppliers directly. We want the analysis done for us, not raw data handed over.

You will also manage the email inbox for a second, automotive brand. Email only, no phone, a small part of the role. You should be able to switch between a premium fragrance tone and a more technical, enthusiast tone.

Where this role goes

Once you have built the systems and volume grows past one person, you step up to Customer Service Manager in full. That means recruiting and managing the next hire, owning service levels and response times, keeping video guides and help content updated, and monitoring returns and refunds. The hands on ticket work moves to the person under you, and you run the function. Pay grows with the role.

Who we want
- Genuinely experienced in ecommerce customer service, ideally someone who has set up or run a helpdesk like Gorgias, Zendesk or Reamaze before.
- Someone who can both do the work now and manage people later. A builder and a leader.
- Clear, neutral spoken English that UK customers find easy to understand on the phone.
- Organised, proactive, and able to make sensible judgement calls without being told every step.
- Comfortable owning couriers, claims and reporting, not just replies.

How to apply (read this or you are auto rejected)
- Start your reply with the word LANTERN.
- Record a short voice sample (30 to 60 seconds): introduce yourself and read this line as if handling a call, "Hi, thanks for calling Magnifiscent, how can I help you today?" Paste the link.
- In a few sentences, tell us about a helpdesk or CS system you have built or run, and what you improved.
- Tell us in one or two lines why a role where you build and run the system now, then grow into managing a team, appeals to you.
-State your monthly salary expectation.

We reply to strong applications within a few days.

SKILL REQUIREMENT

English Speaking Customer Service Gorgias

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Customer Service Manager (Hands On) for Ecommerce Brand - Phone, Email, Gorgias

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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