About the role
!!Direct Client, not an agency!!
Letterbox4you is looking for an experienced Customer Service Supervisor or Manager to help us review, strengthen and formalise our customer service operation within our UK e-commerce business.
This is a hands-on project role. We are looking for someone who can do more than provide recommendations or write SOPs. You will work directly with our management team and existing customer service agents to improve workflows, establish clearer standards, train the team and help ensure the new processes are implemented consistently.
Key responsibilities include:
Reviewing current customer service workflows and identifying operational gaps
Creating and improving customer service processes and procedures
Establishing clear standards for case handling, customer communication and CRM documentation
Training and coaching customer service agents
Monitoring team compliance with agreed processes and service standards
Supervising and supporting customer service agents during implementation
Recommending practical improvements to CRM workflows, escalations, documentation and overall customer experience
What we’re looking for:
Minimum 2 years’ experience supervising or managing a customer service team
Genuine people-management experience, not solely individual customer service experience
Hands-on experience using a customer service CRM
Experience improving or implementing customer service processes
Experience training, coaching or supervising customer service staff
Strong written and verbal English communication skills
Highly desirable:
E-commerce customer service experience
Shopify experience
Experience managing remote teams
Experience improving CRM workflows, case documentation and escalation procedures
Engagement:
Remote, PH Applicants only
Project-based, approximately 1–2 months
Part-time or full-time availability considered
Potential opportunity to develop into a permanent role for the right person
How to Apply
Subject: Application – Customer Service Supervisor/Manager + [Your Name]
Please include:
1. Your CV
2. A short cover letter answering:
Which customer service CRM systems have you used?
Are you available part-time, full-time or either for this project?
What is your expected hourly rate?
!! Compensation: We have intentionally not set a fixed rate for this role, as we do not want to limit the candidate pool or discourage highly experienced applicants from applying. The rate is negotiable and will depend on the successful candidate’s experience, skills and overall fit for the project.
3. A 2–5 minute introduction video answering:
How many years of experience do you have supervising or managing customer service teams?
What was the largest customer service team you directly managed or supervised?
Do you have e-commerce customer service experience? If yes, briefly describe it.
Have you worked with Shopify? If yes, in what capacity?
Give one example of a customer service process, workflow or SOP you created or significantly improved.
How did you monitor whether your team was following the process and meeting customer service standards?
Have you trained or coached customer service agents? Briefly explain your approach.
Please keep your video concise and focused on your leadership experience, team management approach and customer service operations background.
Important: Applicants without genuine customer service supervisory or managerial experience will not be considered.