DTC Customer Care Lead - UK and ROW

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, the US, Europe and the rest of the world.

This role is part of the Direct-To-Consumer (DTC) Customer Service Team and is responsible for the UK and ROW (rest of world – excluding France and Germany) customer care functions, covering website orders, queries, and escalations. Operating at a supervisory level, this position leads a team of nine advisors and manages customer interactions via email, phone, and live chat. The role is key to maintaining service excellence, optimising daily operations, and improving customer satisfaction metrics (e.g., CSAT, Trustpilot) for the Uk and ROW market. It also supports strategic objectives for DTC growth by contributing to process development, team culture, and service enhancements to support Jellycat’s expanding global fan base.

You'll be;

• Supervising the UK and ROW DTC Customer Care team, ensuring smooth day-to-day operations and acting as an escalation point for complex queries or complaints.
• Leading the team in managing inbound customer contacts in English across phone, email, and live chat.
• Monitoring and reporting on KPIs, including first response time, resolution time, and customer satisfaction scores.
• Conducting regular 1:1s, performance reviews, and coaching sessions to support agent development and maintain high standards.
• Liaising with couriers to track shipments, resolve delivery issues, and escalate unresolved matters.
• Managing order changes, cancellations, and amendments directly within the order management system.
• Collaborating with internal departments, including Operations, Warehouse, and Logistics, to resolve fulfilment challenges.
• Analysing feedback from Trustpilot, CSAT, and customer reviews to identify themes and inform service improvements.
• Contributing to the development and implementation of policies, process enhancements, and team guidelines in partnership with the Customer Service Manager.
• Supporting hiring, onboarding, and training of new advisors, with a focus on maintaining Jellycat’s service values and brand tone.
• Assisting with content maintenance for Help Centre and FAQs.
• Stepping in during peak periods to assist with customer service queries to ensure coverage and SLA adherence.
• Representing the UK and ROW customer voice in cross-functional discussions, helping align service delivery with Jellycat’s evolving brand experience.

You'll have;

• Proven experience leading or supervising a customer service team, ideally within a DTC e-commerce or retail environment.
• A strong understanding of UK and ROW customer needs, with a focus on UK.
• Experience with CRM systems such as Zendesk and working within SLA-driven environments.
• Strong communication, coaching, and conflict resolution abilities.
• Proficiency in Microsoft Office tools (Excel, Word, Outlook, Teams).
• Excellent organisational and multitasking abilities with a high attention to detail.
• A calm and solution-focused mindset under pressure, with a positive and empathetic approach to customer interactions.
• A proactive mindset with the ability to spot trends and suggest improvements.
• A collaborative, with a commitment to team wellbeing and performance.
• Ideally have familiarity with BigCommerce or similar e-commerce platforms.
• Experience with reporting tools and interpreting customer data to improve processes.