[Hiring] Customer Service Team Leader @Printerpix

Role Description

The Customer Service Team Leader is responsible for leading a team of top performing, goal-oriented customer service representatives in a fast-paced customer care environment. The role is not suitable for any time-clocking individual, rather it's for individuals who wish to grow, develop, learn and maximise their time at a global ecommerce company.

• Lead, coach and develop a high performing team of Customer Service Representatives handling all customer contact primarily via our ticketing system (email and online enquiries), ensuring responses are timely, accurate and on-brand.
• Oversee and coordinate resolution of customer issues raised through social media, review sites and marketplaces (e.g. Trustpilot, Facebook, Instagram, Amazon, Etsy, Groupon), acting as the point of escalation for complex or sensitive cases.
• Monitor daily workflow in the ticketing system, allocate workloads, and ensure service levels and quality standards are consistently achieved across all channels.
• Analyse tickets and social/review channel feedback to identify recurring issues, emerging trends and root causes, and translate these into clear action plans to improve customer experience and reduce repeat contacts.
• Work closely with operations, marketing and product teams to communicate customer insights, quality issues and service opportunities highlighted by ticket and social data.
• Use data and reports from the ticketing platform and external platforms to track performance metrics, identify gaps and implement continuous improvement initiatives.
• Scope and support implementation of process improvements and automation, with a realistic understanding of the limitations of automation and AI, ensuring solutions are robust and appropriate for the issue patterns identified.
• Provide regular feedback, coaching and performance reviews, including quality monitoring of tickets and social/review responses, and support team members with training and development plans.
• Handle high impact or escalated complaints, including chargebacks and publicly visible cases, ensuring professional, empathetic and brand enhancing resolutions.
• Champion the effective and ethical use of AI tools within the team to formulate, clarify and improve written communications, and to research solutions, while maintaining human oversight and judgement.

Qualifications

• Minimum 3 years' experience in a B2C customer service role within an ecommerce or online retail environment, including experience leading or supervising a team.
• Strong leadership and coaching skills, with a track record of improving team performance through clear feedback, goal setting and day to day support.
• Excellent written and spoken English, with the ability to adapt tone and style for tickets, social media, review platforms and marketplaces.
• Proven experience working with customer service ticketing/CRM systems and using data to monitor SLAs, quality and productivity.
• Experience managing or closely collaborating on customer service via social media, review sites and marketplaces, with an understanding of public facing brand impact.
• Strong analytical skills, able to interpret data from multiple sources (tickets, social channels, review sites) to identify patterns, trends and root causes.
• Demonstrated experience using AI or digital tools to support written communication, research solutions or improve workflows; high comfort learning and adopting new tools.
• Solid understanding of the opportunities and limitations of automation and AI in customer service, with the ability to assess where automation is appropriate and where human handling is essential.
• Highly organised, able to manage multiple priorities in a fast paced environment, with strong attention to detail and follow through.
• Flexible, positive and collaborative attitude, with a focus on continuous improvement and delivering an outstanding customer experience.