Customer Services Manager For Ecommerce Watch Brand

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