IBMC is assisting a prominent UKbased 3PL and ecommerce fulfillment group in hiring an operational Customer Service Manager Operating across multiple divisions our client delivers endtoend logistics shipping and automated customer service solutions for global ecommerce brands This role will be managed through IBMC serving as the strategic operational lead for the clients productized customer service divisionWe are seeking an analytical processdriven 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 operationalfulfillment root causes and maintain the unit economics tracking that underpins our clients service rate cardWorking Schedule amp LocationLocation RemoteWorking Hours 100 aligned with UK Business Hours Minimum core overlap 0900 to 1700 UK Time Monday to Friday EveningNight WIBKey ResponsibilitiesService Delivery amp 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 3Automation amp Deflection Gorgias AI Configure and continuously tune helpdesk automation intents flows selfservice and proactive tracking notifications to achieve a 4060 ticket deflection range and reduce WISMO whereismyorder volume by 2030Unit Economics amp Scale Mandate Track and report monthly perclient metrics tickets per 1000 orders cost per ticket inputs deflection rates to support ratecard scaling Plan pod capacity and execute new client onboardings without degrading ongoing serviceException Detection amp Root Cause Analysis Enforce an exception taxonomyevery 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 reportTeam amp Operations Management Direct the Pod Leader on floor execution agent rotas and performance reviews Build and maintain the departments operating backbone SOP library macro library Notion knowledge base and client playbooksCompliance Oversight Track compliance gate status per client Data Processing Agreements risk assessments secondline escalations ensuring no live client data is worked prior to full clearanceRequirementsExperience 4 years of customer service experience in ecommerce retail or logistics including 2 years directly managing teams or team leadersHelpdesk Platform Expertise Handson experience configuring and managing modern helpdesk platforms Gorgias Zendesk Freshdesk or equivalent including SLA setup macros tagging and automated reportingAutomation amp Deflection Mastery Direct experience configuring helpdesk AIautomation workflows chat flows intents selfservice portals proactive trackingQA amp Process Building Proven experience building or operating a documented QA scoring and coaching frameworkLanguage 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 callsData Literacy Comfort working with unit economics metrics tickets per order cost per ticket deflection rates and presenting datadriven performance dashboardsShift Commitment Fullshift availability across UK business hours 09001700 UK timePreferred Experience in BPOoutsourced multiclient management exposure to 3PLshipping failure modes and proficiency with Notion workspace toolsBenefitsCompetitive salary package reflecting senior management experienceDirect operational leadership role serving highgrowth UKEuropean ecommerce accountsFully remote flexibility supported via IBMC facilityBali operations hubStructured onboarding framework with clear 306090 day performance targets
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