Customer Service Manager (Remote, UK Business Hours)

IBMC is assisting a prominent UK-based 3PL and e-commerce fulfillment group in hiring an operational Customer Service Manager. Operating across multiple divisions, our client delivers end-to-end logistics, shipping, and automated customer service solutions for global e-commerce brands. This role will be managed through IBMC, serving as the strategic operational lead for the client's productized customer service division.

We are seeking an analytical, process-driven Customer Service Manager to own the entire customer service operation across team leadership, automation, unit economics, and process architecture. You will manage an outsourced support pod via a dedicated Pod Leader, ensuring high quality across all client brands while driving ticket deflection using AI helpdesk automation (Gorgias AI). Crucially, you will run the customer service pod as an early warning system, using an exception taxonomy to identify operational/fulfillment root causes, and maintain the unit economics tracking that underpins our client's service rate card.

Key Responsibilities

• Service Delivery & QA: Own SLAs (first response, resolution, backlog) across all client accounts in Gorgias. Run a weekly ticket sampling and QA coaching framework (targeting 90%+ quality score by Month 3).
• Automation & Deflection (Gorgias AI): Configure and continuously tune helpdesk automation (intents, flows, self-service, and proactive tracking notifications) to achieve a 40–60% ticket deflection range and reduce WISMO (where-is-my-order) volume by 20–30%.
• Unit Economics & Scale Mandate: Track and report monthly per-client metrics (tickets per 1,000 orders, cost per ticket inputs, deflection rates) to support rate-card scaling. Plan pod capacity and execute new client onboardings without degrading ongoing service.
• Exception Detection & Root Cause Analysis: Enforce an exception taxonomy—every ticket identifying fulfillment, stock, courier, or billing errors must be tagged and routed to the accountable operational owner on the same working day, supported by a weekly leadership report.
• Team & Operations Management: Direct the Pod Leader on floor execution, agent rotas, and performance reviews. Build and maintain the department's operating backbone (SOP library, macro library, Notion knowledge base, and client playbooks).
• Compliance Oversight: Track compliance gate status per client (Data Processing Agreements, risk assessments, second-line escalations) ensuring no live client data is worked prior to full clearance.

Requirements

• Experience: 4+ years of customer service experience in e-commerce, retail, or logistics, including 2+ years directly managing teams or team leaders.
• Helpdesk Platform Expertise: Hands-on experience configuring and managing modern helpdesk platforms (Gorgias, Zendesk, Freshdesk, or equivalent) including SLA setup, macros, tagging, and automated reporting.
• Automation & Deflection Mastery: Direct experience configuring helpdesk AI/automation workflows (chat flows, intents, self-service portals, proactive tracking).
• QA & Process Building: Proven experience building or operating a documented QA scoring and coaching framework.
• Language Proficiency: C1 Level or above in English (both written and spoken). Exceptional written clarity for managing UK client brand communication and participating in executive video calls.
• Data Literacy: Comfort working with unit economics metrics (tickets per order, cost per ticket, deflection rates) and presenting data-driven performance dashboards.
• Shift Commitment: Full-shift availability across UK business hours (09:00–17:00 UK time).
• Preferred: Experience in BPO/outsourced multi-client management, exposure to 3PL/shipping failure modes, and proficiency with Notion workspace tools.