Customer Service Manager - E-commerce 3PL & Automation (UK Shift)

Responsibilities

• Crucially, you will run the customer service pod as an early warning system, using an exception taxonomy to identify operational/fulfillment root causes, and maintain the unit economics tracking that underpins our client's service rate card.
• Service Delivery & QA: Own SLAs (first response, resolution, backlog) across all client accounts in Gorgias. Run a weekly ticket sampling and QA coaching framework (targeting 90%+ quality score by Month 3).
• Automation & Deflection (Gorgias AI): Configure and continuously tune helpdesk automation (intents, flows, self-service, and proactive tracking notifications) to achieve a 40–60% ticket deflection range and reduce WISMO (where-is-my-order) volume by 20–30%.
• Unit Economics & Scale Mandate: Track and report monthly per-client metrics (tickets per 1,000 orders, cost per ticket inputs, deflection rates) to support rate-card scaling. Plan pod capacity and execute new client onboardings without degrading ongoing service.
• Exception Detection & Root Cause Analysis: Enforce an exception taxonomy—every ticket identifying fulfillment, stock, courier, or billing errors must be tagged and routed to the accountable operational owner on the same working day, supported by a weekly leadership report.
• Team & Operations Management: Direct the Pod Leader on floor execution, agent rotas, and performance reviews. Build and maintain the department's operating backbone (SOP library, macro library, Notion knowledge base, and client playbooks).
• Compliance Oversight: Track compliance gate status per client (Data Processing Agreements, risk assessments, second-line escalations) ensuring no live client data is worked prior to full clearance.

Requirements

• Language Proficiency: C1 Level or above in English (both written and spoken). Exceptional written clarity for managing UK client brand communication and participating in executive video calls.

Description

IBMC is assisting a prominent UK-based 3PL and e-commerce fulfillment group in hiring an operational Customer Service Manager. Operating across multiple divisions, our client delivers end-to-end logistics, shipping, and automated customer service solutions for global e-commerce brands. This role will be managed through IBMC, serving as the strategic operational lead for the client's productized customer service division.

We are seeking an analytical, process-driven Customer Service Manager to own the entire customer service operation across team leadership, automation, unit economics, and process architecture. You will manage an outsourced support pod via a dedicated Pod Leader, ensuring high quality across all client brands while driving ticket deflection using AI helpdesk automation (Gorgias AI).

Working Schedule & Location

• Location: Remote.
• Working Hours: 100% aligned with UK Business Hours (Minimum core overlap: 09:00 to 17:00 UK Time, Monday to Friday / Evening-Night WIB).

Requirements

Experience: 4+ years of customer service experience in e-commerce, retail, or logistics, including 2+ years directly managing teams or team leaders.

Helpdesk Platform Expertise: Hands-on experience configuring and managing modern helpdesk platforms (Gorgias, Zendesk, Freshdesk, or equivalent) including SLA setup, macros, tagging, and automated reporting.

Automation & Deflection Mastery: Direct experience configuring helpdesk AI/automation workflows (chat flows, intents, self-service portals, proactive tracking).

QA & Process Building: Proven experience building or operating a documented QA scoring and coaching framework.

Data Literacy: Comfort working with unit economics metrics (tickets per order, cost per ticket, deflection rates) and presenting data-driven performance dashboards.

Shift Commitment: Full-shift availability across UK business hours (09:00–17:00 UK time).

_Preferred:_ Experience in BPO/outsourced multi-client management, exposure to 3PL/shipping failure modes, and proficiency with Notion workspace tools.

Benefits

• Competitive salary package reflecting senior management experience.
• Direct operational leadership role serving high-growth UK/European e-commerce accounts.
• Fully remote flexibility (supported via IBMC facility/Bali operations hub).
• Structured onboarding framework with clear 30-60-90 day performance targets.

Apply

[Apply at IBMC](https://apply.workable.com/ibmcid/j/DD16492FF5/apply)