Customer Service Manager – Remote (Freelance) | £35K–£40K per year

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Customer Service Manager – Remote (Freelance) | £35K–£40K per year

Location: Remote

Contract Type: Freelance

Compensation: £35,000–£40,000 per year (based on experience)

Reports to: Operations Lead

Manages: 1 Customer Support Assistant

Start Date: ASAP

Type: freelance – Full time

About the Company

We’re a high-growth, direct-to-consumer e-commerce brand in the health and wellness space. We offer premium supplements with a customer-first mindset — and our operations, systems, and support need to reflect that standard.

We’re looking for an experienced Customer Service Manager who can take full ownership of the support function, scale it with systems and automation, and lead a small team — all while ensuring our customer experience remains exceptional.

Role Overview

This is a strategic and systems-heavy leadership role for someone who is not only fluent in Gorgias, Shopify, and Notion — but is capable of building, training, and optimising a full support operation with minimal guidance.

You’ll manage one Customer Support Assistant, personally handle escalations, implement macros and automations, document everything in Notion, and deliver customer feedback insights to management. You'll also work with our AI specialist to automate workflows and scale intelligently.

Key Responsibilities

• Full ownership of Gorgias, including:
• Building AI-powered automations and customer journeys
• Creating macros, tagging structures, inbox rules, and saved replies
• Setting up smart views for team workflows
• Train the support assistant on all aspects of Gorgias usage
• Collaborate with our AI specialist to automate processes and improve speed and consistency

System Building in Notion

• Build and maintain a robust support hub in Notion that includes:
• SOPs, policies, and training documentation
• Trackers for complaints, refunds, compensation, wrong orders
• Weekly CS notes, reviews, and escalations
• Complaint handling frameworks and product feedback loops
• Train the support team and relevant stakeholders on how to use Notion as their daily source of truth

Shopify & E-commerce Operations

• Shopify experience is essential — no exceptions
• You must be confident navigating orders, refunds, fulfilment issues, subscriptions, and tagging
• No training will be provided — you must be able to work independently from day one
• Integrate Shopify workflows seamlessly with Gorgias and AfterShip

Team Management

• Manage and coach the Customer Support Assistant:
• Conduct regular 1:1s and check performance against KPIs (e.g. first response time, CSAT, resolution rate)
• Review tickets for tone, quality, and accuracy
• Approve time off, manage scheduling, and provide ongoing development
• Personally handle high-priority or sensitive customer concerns
• Ensure service recovery steps (refunds, compensation, escalations) follow policy
• Monitor quality across tickets and ensure consistent tone of voice

High-Level Reporting

• Deliver weekly and monthly performance reports to senior management including:
• Ticket trends, recurring issues, and emerging concerns
• Customer sentiment themes and verbatim feedback
• Insights that inform product improvements, marketing angles, or business processes
• Maintain a rolling summary dashboard in Notion to keep management informed at a glance

Requirements

• Minimum 3 years in customer service, including 1+ year as a manager or senior lead
• Proven Shopify experience is essential — must be able to work unaided within the admin
• Expert-level Gorgias user: macros, rules, tagging, automations, inbox views, and AI tools
• Comfortable collaborating with AI automation specialists to improve team efficiency
• Advanced Notion user: capable of building, documenting, and training teams on systems
• Strong written English with excellent communication and problem-solving skills
• Experience managing team members remotely and driving KPI performance

Preferred (but not essential)

• Background in health, wellness, or supplements
• Familiarity with CSAT/NPS and customer sentiment tracking
• Experience with third-party review platforms like Trustpilot or Reviews.io

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Wellness and Fitness Services

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