Customer Service Manager

Customer Service Manager OverviewFeel is a trailblazing direct-to-consumer wellness brand on a mission to redefine how women care for their health. Born in the UK and trusted by hundreds of thousands, we create science-backed supplements and clean beauty innovations in wellness that help women feel strong, confident, and empowered - every single day.Fueled by customer obsession and a relentless drive for innovation, we’re now bringing our award-winning formulas globally. With Dubai and London as our international hubs, we’re building a powerhouse team to lead this next chapter of global growth.🚀 We’re already an 8-figure brand in the UK - and we’re just getting started. Our goal? Triple our growth in the next few years through bold international expansion, world-class marketing, and a culture of excellence.This is your chance to be part of something extraordinary from the ground up. If you're passionate about wellness, innovation, and building brands that truly make a difference - we want to hear from you.The OpportunityAs the Customer Service Manager, you’ll own the full performance of Feel’s Customer Service function - driving measurable results across response quality, speed, automation, AI and customer satisfaction. You’ll stay close to the day-to-day, handling Tier 2–3 escalations, analysing and reporting on performance data, and creating improvements that actually work.This is a hands-on role for someone who gets things done. You’ll combine sharp operational judgement with data, automation, and AI to deliver one of the most advanced customer experiences in the wellness industry.You’ll report directly to the Head of Customer Service and play a key role in scaling operations globally - from refining workflows and creating automation logic to improving how AI interacts with our customers across every channel.About YouYou own outcomes from start to finish. You don’t wait for instructions - you spot what’s broken, fix it fast, and make sure it never slips again. You move quickly, stay close to the detail, and hold yourself to a higher standard than anyone around you.You know customer service inside out - from data, dashboards, and automation to tone, escalation handling, and customer sentiment. You’re just as confident rewriting automation logic as you are resolving a complex ticket or presenting performance results to leadership.You create structure, consistency, and measurable impact where it’s missing. You turn insights into action, feedback into improvement, and good operations into great ones. You’re direct, decisive, and never think any task is beneath you if it drives results.Key ResponsibilitiesTeam ManagementOwn and lead the day-to-day running of the Customer Service team - structuring and overseeing all work across daily, weekly, and monthly routines. Build and maintain team rotas, deliver daily stand-ups, and ensure consistent performance through clear KPIs, reporting, and regular appraisals (including 180-reviews). Create and update training materials, maintain worksheets and documentation, and drive continuous improvement across the team’s workflow and output.Customer Operations & Escalation OwnershipWork directly on customer tickets daily to stay connected to customer sentiment and identify recurring issues before they escalate.Set and uphold the standard for quality, speed, and tone consistency across all channels.Own Tier 2–3 customer escalations, delivering fast, precise resolutions that set the benchmark for tone and accuracy.Data, Reporting & Continuous ImprovementOwn customer service reporting across Google Sheets, Tableau, and CRM analytics - tracking CSAT, response time, contact rate, and automation performance.Use data to uncover inefficiencies and convert them into measurable improvements.Deliver weekly proposals and performance insights - knowing not every idea will land, but the right ones will move the needle.AI, Automation & OptimisationOwn AI and automation quality - review 400+ AI-handled tickets weekly, identify patterns, and tailor guidance to enhance tone, accuracy, and logic.Build and refine automation logic, macros, and chatbot flows to cut manual handling time without sacrificing quality.Measure success through real data, iterate fast, and improve constantly.Collaboration & Strategic ExecutionWork cross-functionally with Product, Tech, and Operations to deliver scalable improvements that reduce contact rates and increase efficiency.Support the Head of Customer Service in driving automation and operational projects that raise the bar for customer experience.Take full ownership - if something needs fixing, you fix it.Requirements3+ years’ experience as Customer Service Manager, ideally within e-commerce, subscription, or D2C environments.Proven success leading high-performing teams in fast-paced, tech-enabled settings.Strong data analysis skills - confident using Google Sheets (pivot tables, formulas), Tableau, or similar analytics tools to interpret trends and performance.Hands-on experience with CRM systems, automation tools, and AI-driven workflows (e.g., Gorgias, Zendesk, Intercom, or similar).Excellent written and verbal communication skills, with natural empathy and attention to tone.Demonstrated ability to reduce contact rate, improve efficiency, and scale quality customer support operations.Comfortable with change, ambiguity, and fast iteration - able to prioritise what matters most without losing sight of the details.Based in LondonWhy Join Feel?Competitive salaryFree products for you and generous discount for friends and family Modern office in Holborn A collaborative, empowering team culture that values creativity and executionOur Values - How We WorkAt Feel, we don’t just hire for skills - we hire people who live and breathe our core values:Collaboration – We work better togetherEfficiency – We move smart and fastPassion – We care deeply about our missionContinuous Improvement – We always level upCustomer Focus – We put the customer at the centreIf that sounds like you, you’ll feel right at home here.