Full-time
Freelance Customer Service Lead
Posted by Confidential • , , United Kingdom, , , United Kingdom, United-Kingdom
About the Role
Overview
Freelance Customer Service Team Lead – DTC E-Commerce (English)
German speaking a plus.
We’re looking for a hands-on Customer Service Team Lead to guide our growing support team in the DTC fashion and apparel space. You’ll be the go-to person for day-to-day operations, ensuring our customers receive exceptional service while helping the team work smarter, not harder.
Responsibilities
- Lead & support the team – oversee daily operations, coach team members (in-house or agency), and help onboard new hires.
- Maintain service quality – ensure inquiries via email, chat, and social channels are handled with empathy and in line with brand tone.
- Support processes & SOPs – help implement and improve workflows, macros, and escalation paths.
- Customer experience focus – work with product and logistics teams to re...
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