Customer Service Executive / Manager - D2C Ecommerce Brand

Great customer experiences are rarely an accident—they are built on empathy, smart systems, and a genuine passion for solving problems. Profiles Creative is looking for a thoughtful, driven Customer Service Executive or Manager to lead support operations and turn everyday buyer interactions into long-lasting brand loyalty.

In this permanent, fully remote full-time role based in the United Kingdom, you will take ownership of the end-to-end customer journey, balancing day-to-day resolution with the high-level operational systems that keep an e-commerce brand thriving. Please note that visa sponsorship is not available for this position.

Salary DOE (£28-45k)

Fully remote (must be UK based)

Key Responsibilities

• Steer day-to-day customer support operations, developing robust standard operating procedures (SOPs), knowledge bases, and clear ticket workflows.
• Manage and configure helpdesk platforms—such as Gorgias, Zendesk, or Gladly—alongside integrated channels including live chat, email, and social messaging.
• Directly handle escalated inquiries, de-escalating customer frustrations, resolving complex order or billing disputes, and providing solutions with care and speed.
• Monitor, analyse, and report on core service metrics, with a focus on Customer Satisfaction (CSAT), First Response Time (FRT), and resolution efficiency.
• Act as the voice of the customer across the business, collaborating with Shopify operations and logistics teams to feed back recurring friction points and improve product delivery.

Required Skills & Experience

• At least 3 years of customer service experience within a fast-moving direct-to-consumer (DTC) or e-commerce environment.
• Proven expertise managing modern customer service ticketing architecture (e.g., Gorgias, Zendesk, Gladly) and multi-channel support setups.
• Practical hands-on familiarity with Shopify order management, fulfillment tracking, and returns platforms such as Loop Returns or Returnly.
• Demonstrated track record of building automated ticket workflows, creating efficient macros, and establishing internal documentation.
• Exceptional communication and conflict resolution skills, with an empathetic approach to customer care and de-escalation.

Nice-to-have

• Experience managing remote customer support agents, hiring, or overseeing external BPO and VA agency teams.
• Working knowledge of chargeback management, payment disputes, and fraud prevention strategies.
• Experience running cross-functional customer feedback loops to guide operational and product enhancements.