B2C Customer Service Manager-Ecommerce

At Printerpix, we bring joy through personalized photo gifts that turn cherished memories into unforgettable keepsakes. From custom blankets to photobooks, we’re a fast-growing e-commerce brand dedicated to creating smiles and spreading happiness across the UK, Europe, and beyond.

As we continue to expand our markets and innovate our offerings, we’re looking for talented individuals who thrive in a dynamic, fast-paced environment. This is your opportunity to join a company that values innovation, responsibility, and career growth.

Who You Are:
You’re a motivated leader passionate about delivering exceptional customer experiences. With a knack for inspiring teams and implementing solutions, you excel in a dynamic, data-driven environment. At Printerpix, we offer you the chance to grow your career, lead a high-performing team, and make a real impact.

Your Role:
As our Customer Service Manager, you’ll lead our customer service operations, ensuring flawless service delivery across all channels, including live chat, email, and phone. Overseeing a remote, multilingual team, you’ll implement strategies to enhance efficiency, elevate customer satisfaction, and drive operational excellence.

Key Responsibilities:

• Recruit, onboard, and train Customer Service Representatives (CSRs) and remote leadership staff.
• Coach and inspire a high-performing, multilingual team to meet and exceed performance goals.
• Conduct performance reviews, implement improvement plans, and foster a culture of growth and accountability.
• Monitor daily performance of remote CSRs and ensure adherence to SLAs.
• Develop and implement efficient processes to handle high volumes during peak seasons, like Black Friday and Christmas.
• Introduce AI-driven tools to optimize customer engagement and service quality.
• Install training programs and oversee continuous improvements in service operations.
• Select and implement customer service technologies for enhanced visibility and oversight.
• Leverage data analytics to identify trends, improve KPIs, and optimize workflows.
• Ensure exceptional customer interactions through all communication channels.
• Respond to customer complaints, oversee chargeback processing, and manage escalations.
• Collaborate with operations, logistics, and technology teams to deliver seamless customer experiences.
• Develop and execute strategies to manage high-contact volumes during peak periods.
• Implement procedures to ensure smooth operations in high-pressure situations.
• Screen, select, and onboard new remote partners to scale operations.
• Introduce continual growth strategies that enhance efficiency and customer satisfaction.
• Liaise with cross-functional teams to align customer service with company goals.

What You’ll Bring:

• Experience: 5+ years in a B2C operations role, ideally in e-commerce or retail.
• Leadership: Proven ability to manage, motivate, and inspire diverse teams.
• Technical Skills: Proficiency in CRM tools, AI-driven solutions, and call center metrics.
• Analytical Mindset: Strong data analysis skills to identify trends and implement solutions.
• Adaptability: Ability to juggle multiple priorities in a fast-paced environment.
• Education: Degree preferred but not essential with relevant experience.

Why Join Printerpix?

• Be part of a fast-paced, high-growth e-commerce company.
• Lead a dynamic, innovative team in creating unforgettable customer experiences.
• Enjoy opportunities for career development and advancement.
• Make a tangible impact in a company that values innovation, passion, and teamwork.