Customer Service Team & Escalations Manager

Ruuby, the leading on-demand beauty services platform, is seeking an exceptional Concierge Escalation Manager to elevate our customer service excellence and drive operational efficiency during high-volume periods.

About the Role

As Concierge Escalation Manager, you'll lead our dedicated team while personally handling complex customer and therapist interactions. This dual role requires both leadership expertise and hands-on problem-solving skills to maintain Ruuby's reputation for outstanding service across the UK and Europe.

Location: Remote role based in Manchester or London with occasional travel to the office

Hours: 40 hours per week, including weekend shifts

Salary: £27,000 per annum + quarterly credit allowance

Key Responsibilities

• Complex Issue Resolution: Be the primary touchpoint for escalated or complex customer inquiries, leveraging your expertise to navigate and resolve medium and high complaints and booking requirements.
• Booking Management and Upsell: Actively respond to customer inquiries, ensuring that our customers are receiving the highest level of care. You’ll also look at upsell opportunities to help maximise Ruuby revenue.
• Operational Oversight: Oversee team rotas, Hubspot hygiene, knowledge base management and cultivate a positive culture within the team
• Leadership Excellence: Coach and manage a team of Concierge Specialists, ensuring Ruuby’s high standards are consistently met and exceeded.
• Performance Metrics Mastery: Manage the team’s efficiency and quality, specifically keeping an eye on Tickets per hour, response SLAs, CSAT and QA.
• Process Optimisation: Identify areas for process optimisation and efficiency improvements and support the training and rollout of these process changes.
• Customer Champion: Work with technology and product teams to be the voice of the customer, sharing feedback on product issues or improvement opportunities.

Required Experience

• Proven track record in customer service team management
• Experience in handling various communication channels including phone, email and WhatsApp
• Comfort and excitement working in a high growth, rapidly changing environment
• Experience handling escalated customer issues and complex complaint resolution
• Proficiency with Hubspot and other customer service platforms
• Background in beauty, hospitality, or luxury service industries preferred
• Experience with JIRA preferred

Who you are

• Team Manager With a Positive Mindset: Experience leading or managing a team with a positive attitude that rubs off on the team to help create a strong culture internally
• Adaptable: This is a very quickly changing business, with new markets, services being rolled out daily. You will be able to juggle multiple changing priorities with an enthusiastic and positive approach.
• Technical Proficiency: Advanced understanding of customer service and ticketing platforms, ideally Hubspot and JIRA
• Communication: Exceptional verbal and written skills, with a unique ability to address diverse customer situations with confidence and professionalism.
• Leadership Traits: Proven capability to inspire and guide a team towards collective and individual achievements.
• Problem-Solving: Strong analytical thinking combined with the dexterity to address complex customer issues and complaints.
• Organisational Skills: A strong knack for multi-tasking, prioritising, and ensuring the smooth operation of the customer service function.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Internet Marketplace Platforms