Customer Service Team Leader

Customer Services Team Leader
Full-Time (Permanent)
Hybrid – Soho, London

At COAT, we’re reimagining the paint game – and we’re growing fast. With a killer brand, a totally rethought digital experience, and a commitment to sustainability, COAT is making it simple for people to create spaces they’re proud of.

We’re now looking for a full-time Customer Services Team Leader to help us lead our best-in-class customer experience team and shape how people feel when they interact with COAT.

The Role
You’ll work closely with our Customer Service Manager to keep things running smoothly, support our advisors, and make sure every customer experience is as good as the paint. You’ll be the go-to for escalations and ensure our customers get quick, thoughtful, COAT-style support — whether they’re chatting about colours or deliveries.

Key Responsibilities

• Support and develop our Customer Service Advisors to deliver exceptional service and strong NPS
• Be the key escalation point for customer queries — from paint advice to delivery updates
• Manage Gorgias (our customer comms platform across chat, socials, email and phone)
• Work closely with production and shipping teams to manage customer orders
• Track and manage returns and refund requests
• Monitor and respond to our social media community
• Run regular NPS surveys and analyse feedback trends
• Help onboard and train new CS team members
• Build and maintain a self-serve Knowledge Base
• Promote and track our Trustpilot, Yotpo and Gorgias ratings
• Process and support B2B partner orders

Requirements

What You’ll Need

• Great people skills — calm, kind and confident under pressure
• Strong organisation and multitasking abilities
• An eye for detail and a love of process
• Proactive approach and a self-starter mindset
• A passion for delivering an exceptional customer experience
• Creative problem-solving and a cool head in tricky situations
• Leadership qualities and a team-first attitude
• Experience using tools like Gorgias is a bonus
• Customer-facing and/or team leadership experience is a plus
• Interest in interiors/design is a lovely extra

Benefits

The Deal

• Full-time, permanent role
• Monday–Friday 9am–5pm, with occasional weekend rota cover
• Based in Soho, London (with some flexibility for hybrid working)

Perks

• Discounted paint (of course)
• Great co-working space with all the extras