Customer Service Manager

Role Overview

As the Customer Service Manager at Gym+Coffee based in Dublin, you will spearhead the customer service strategy, ensuring that every customer interaction embodies the brand values and provides an outstanding experience. Your leadership will focus on enhancing customer operations by refining processes, systems, and technological adoption to increase efficiency, scalability, and service quality.

Key Responsibilities

• Design and implement a comprehensive customer operations strategy that promotes a customer-first mindset throughout the company and uses customer insights to drive decisions and continuous business improvements.
• Provide operational leadership to maintain excellence, scalable workflows, and consistent high standards across all customer engagement points.
• Manage customer service performance by setting KPIs, tracking service quality, and launching initiatives to boost responsiveness, efficiency, and satisfaction.
• Lead workforce planning to align resources with customer demands, ensuring operational efficiency without compromising service quality.
• Supervise the entire customer issue resolution process including returns, exchanges, refunds, and escalations, ensuring adherence to policy while balancing commercial and customer interests.
• Collaborate with Supply Chain, Logistics, Sales, and other departments to communicate effectively with customers about inventory status, deliveries, and disruptions, minimizing negative impacts.
• Drive ongoing improvements by analyzing feedback, service patterns, and operational metrics to optimize processes, reduce costs, and elevate the customer journey.
• Act as the customer advocate within the organization, influencing cross-functionally to foster loyalty and support business growth.
• Gain deep insight into customer service processes and systems to identify avenues for enhancement and innovation.
• Lead the assessment and optimization of customer service platforms to support business expansion, operational efficiency, and superior customer experience.
• Evaluate and recommend new technologies that improve scalability, capabilities, and customer service delivery.
• Promote the use of AI and innovative tools to improve productivity, streamline customer service, and enrich the customer experience.
• Generate detailed reports on operational results, customer behavior, and key performance indicators to inform stakeholders.
• Analyze customer feedback and interaction drivers to uncover root causes and identify business enhancement opportunities.
• Deliver actionable insights to leadership to support product and operational improvements and elevate customer satisfaction.
• Utilize data analytics to assess the success of new initiatives and forecast opportunities for further growth.

Experience and Skills

• Minimum 5 years of experience leading customer service or operations teams, with preference for retail or eCommerce environments.
• Familiarity with customer service platforms such as eDesk, Zendesk, Gorgias, or equivalent systems.
• Proven track record of steering operational improvement projects and deploying new systems or technologies.
• Strong grasp of customer service metrics and reporting methodologies.
• Experience leveraging automation, AI, and workflow improvements to raise efficiency.
• Excellent abilities in project management and stakeholder engagement.
• Analytical competency to convert customer data insights into strategic recommendations.
• Exceptional communication and leadership qualities.
• A proactive mindset dedicated to providing superior customer experiences.