Customer Service Manager
About The Position
We're looking for a Customer Service Manager to lead our US Client Services team, owning the quality, pace and consistency of ticket resolution across the operation. You'll be the point of escalation for complex or high-risk issues, and you'll build strong relationships with our largest US clients, using performance data and ticket trends to drive conversations about service, risk and opportunity. You'll also own the health of the department - KPI's, workload, quality standards and team development - working closely with the Operations, Carrier and Account Management teams in the US and internationally to fix root causes, not just symptoms. At J&J Global Fulfilment we help hundreds of eCommerce brands grow and scale globally. Our team is fast, supportive and proud of the work we do. We believe in teamwork, respect, safety and celebrating success together. Following a merger at the end of 2025 with QLS Group we are building on our established presence in the UK, Europe and the USA, with our USA operations being one of the most significant growth opportunities within the group.
Requirements
- Proven experience leading a customer service, client services or client resolution team - ideally in logistics, fulfilment or eCommerce
- A track record of setting and hitting team KPIs in a high-volume, fast-paced environment
- Strong people leadership - coaching, performance management, recruitment and development
- Excellent written and verbal communication, confident with senior client stakeholders
- Sharpe investigative and analytical skills, comfortable working with ticket, stock and operational data
- Resilience under pressure, and confidence holding others accountable and making escalation calls
- Ability to build trusted relationships across teams, carriers and clients, including internationally
Responsibilities
- Leading, coaching and developing the team, setting and holding KPI targets, and rebalancing workload against volume, ageing, and SLA adherence
- Running 1:1s, performance reviews and development plans, and recruiting / onboarding to meet growing demand
- Reporting team performance, risks and resourcing needs to the Commercial Director
- Acting as a senior escalation point for complex or high-risk client issues, owning the highest-impact tickets end to end across Operations, Carriers, Tech and Account Management
- Setting the standard for root-cause investigation, and judging when and how to escalate further
- Owning a portfolio of key US clients as their senior contact, chairing review meetings and agreeing actions from ticket and SLA data
- Identifying recurring issues and process failures, and owning improvement initiatives from root cause to implementation
- Feeding ticket insight into commercial and operational planning, and championing best practice
- Building strong ties with US Operations Carrier and Account Management teams, and aligning standard with UK / EU Client Service Manager on global accounts
Benefits
- Healthcare, dental, vision with generous employer premium
- Company paid life insurance
- Company paid BasiCare telehealth, legal, financial, and counselling
- Above average paid time off plus paid sick time
- Team lunches, parties & events
- Mental health first aiders to provide support when you may need it
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
