Customer Care Manager (UK Hours)

📍 Remote (South Africa – working UK hours)

🕐 Full-time | April Start Date

💰 £22,000 – £25,000 per annum (dependent on experience)

🎓 2+ years’ experience managing a customer care team

Are you a customer-focused leader passionate about delivering exceptional service? Our client, an award-winning baby and children’s sleepwear brand, is looking for a Customer Care Manager to drive operational excellence and lead a high-performing team.

This role involves managing D2C customer service operations for the UK and US markets, ensuring every customer interaction is seamless, efficient, and customer-first. You’ll collaborate with multiple teams, improve processes, and use data-driven insights to enhance the customer experience.

Key Responsibilities:

👥 Customer Service Leadership

• Lead and inspire a team of Customer Care Agents (internal & outsourced)
• Manage escalations, training, KPIs, and scheduling
• Champion a customer-first approach while ensuring commercial viability

📈 Process & Performance Improvement

• Establish efficient processes for complaint resolution, order fulfilment & returns
• Own relationships with customer service providers (Gorgias, Swap, AI Live Chat)
• Extract customer insights & KPIs to drive improvements
• Identify and implement cost-effective solutions to enhance customer satisfaction

🤝 Cross-Functional Collaboration

• Work with Marketing, Web Development, Product & Operations teams to improve the customer journey
• Provide data-driven insights for subscription service development (Sleep Club)
• Oversee customer care budgets and cost efficiencies

Required Experience:

✔ 2+ years’ experience managing a customer care team

✔ Background in a digitally native retail or scale-up business

✔ Experience working with customer service software (Gorgias, Swap)

✔ Knowledge of 3PL and logistics partners

✔ Strong commercial mindset and ability to drive operational efficiencies

✔ Experience working with UK & US customers (understanding of legislation is a plus)

Key Competencies:

• Customer Service Operations: Proven ability to deliver high-quality service
• Leadership & Coaching: Skilled in mentoring and managing customer care teams
• Data & Insights: Ability to analyse trends and drive informed decision-making
• Process Optimisation: Experience improving workflows and automation
• Stakeholder Collaboration: Strong interpersonal skills to influence internal and external teams

What You’ll Get:

• Fully remote role with a flexible working environment
• Work with an award-winning British baby & children’s sleepwear brand
• Join a passionate, talented team in a fast-growing business
• Be part of an international company with UK & US market exposure

If you’re a proactive and strategic Customer Care Manager looking to lead a high-impact team in a dynamic e-commerce business, we’d love to hear from you!

Apply now to be considered.