Customer Service Team Leader

About the role

Printerpix, a fast‑growing e‑commerce brand in online photo printing and personalised gifting, is looking for a Customer Service Team Leader to drive its customer care operations. You will lead a high‑performing team of representatives, ensuring timely, accurate and on‑brand responses across multiple channels.

Key responsibilities

• Lead, coach and develop a team handling customer contacts primarily via the ticketing system (email and online enquiries).
• Oversee resolution of issues raised on social media, review sites and marketplaces, acting as escalation point for complex cases.
• Monitor daily workflow, allocate workloads and ensure service levels and quality standards are met.
• Analyse tickets and social feedback to identify trends, root causes and implement action plans to improve experience.
• Collaborate with operations, marketing and product teams to share customer insights and quality issues.
• Use data and reports to track performance, identify gaps and drive continuous improvement.
• Scope and support process improvements and automation, ensuring solutions are robust and appropriate.
• Provide regular feedback, coaching and performance reviews to the team.

Required profile

• Motivated leader who thrives in a dynamic, fast‑paced environment.
• Proven experience in customer service and people management.
• Strong problem‑solving abilities and innovative thinking.
• Excellent communication skills and ability to work cross‑functionally.

Required skills

• Experience with ticketing platforms for email and online enquiries.
• Familiarity with handling customer interactions on social media and review sites.
• Ability to analyse data and translate insights into actionable improvements.