We are looking for a proactive, people-focused candidate to manage day-to-day customer service operations while turning customer feedback into valuable insights for product, marketing, and marketplace teams.
This role combines team coordination, hands-on customer support, and insight-driven content improvement.
Key Responsibilities
Customer Service & Team Coordination
Oversee and support a small remote customer service team
Manage workload, service quality, and response standards
Handle complex or escalated customer queries and complaints
Liaise with internal teams to resolve delivery or fulfilment issues
Customer Insight & Reporting
Analyse customer feedback and produce regular reports
Identify trends, product issues, and improvement opportunities
Manage and respond to online reviews
Maintain accurate CRM records and customer data
Content & Marketing Support
Use customer insights to improve product listings and FAQs
Support marketing and marketplace teams with content ideas
Help refine messaging, product descriptions, and ad briefs
Highlight common customer questions and objections
CRM & Operations
Manage CRM system and ensure data accuracy
Extract data and generate reports
Improve processes and drive operational efficiency
About You
2+ years’ customer service experience
Experience coordinating or supporting a team (ideal)
Confident handling escalations and sensitive situations
Strong communication and organisation skills
Comfortable using CRM systems
Analytical mindset with an interest in customer insight