Freelance Customer Service Lead

United Kingdom Source: WhatJobs

£35,000–£45,000

Overview

Freelance Customer Service Team Lead – DTC E-Commerce (English)

German speaking a plus.

We’re looking for a hands-on Customer Service Team Lead to guide our growing support team in the DTC fashion and apparel space. You’ll be the go-to person for day-to-day operations, ensuring our customers receive exceptional service while helping the team work smarter, not harder.

Responsibilities

Lead & support the team – oversee daily operations, coach team members (in-house or agency), and help onboard new hires.
Maintain service quality – ensure inquiries via email, chat, and social channels are handled with empathy and in line with brand tone.
Support processes & SOPs – help implement and improve workflows, macros, and escalation paths.
Customer experience focus – work with product and logistics teams to resolve recurring issues and reduce returns/exchanges.
Use tools effectively – work with platforms like Shopify , Gorgias , and Google Drive to manage tickets and track performance.
Track key metrics – monitor team KPIs such as first response time, ticket volume, CSAT/NPS, and return ratios.
Upsell & retention – spot opportunities to recommend products or upgrades during customer interactions.
Bilingual support – provide guidance in both English and German when needed.
2+ years in e-commerce customer service with at least 1 year in a supervisory or team lead role.
Experience with Shopify and Gorgias (Ideally) is a plus.
Strong written and verbal communication skills in English .
Organised, process-driven, and comfortable using data to improve performance.
Customer-first mindset with the ability to coach others to deliver great service.

Preferred

Experience in fashion, apparel, or female-focused products .
Knowledge of sizing/product-fit guidance to reduce returns.
Exposure to automation tools, AI-assisted workflows, or self-service help centres.
First Response Time
Competitive salary + performance bonuses.
Opportunity to grow into a more senior management role.
Join a fast-paced, growing DTC fashion brand.