Customer Service Manager

Gym+Coffee

Customer Service Manager leading customer operations strategy to enhance customer experience and operational efficiency at Gym+Coffee. Collaborating across eCommerce, Supply Chain, Product, and Operations teams.

Posted 7/25/2026full-timeDublin • 🇮🇪 IrelandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer operations strategy, operational excellence, and performance management, with a strong focus on customer satisfaction and continuous improvement. Proficient in leveraging data analytics and customer service technologies to drive efficiency and enhance the customer experience.

Highest-signal resume keywords

Customer Operations ManagementOperational Improvement ProjectsCustomer Service MetricsAI Tools ImplementationStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service StrategyPerformance ReportingData AnalysisProcess OptimisationKPI EstablishmentWorkflow AutomationProject ManagementCustomer Service Platforms

Soft Skills

LeadershipCommunicationAnalytical MindsetProactive Problem Solving

Tools & Technologies

EDeskZendeskGorgiasCustomer Service Technologies

Industry Keywords

RetailECommerceCustomer ExperienceContinuous ImprovementOperational Efficiency

About the role

Key responsibilities & impact

Develop and lead the customer operations strategy, embedding a customer-centric culture across the department and wider business to ensure customer insights inform decision-making, continuous improvement, and business priorities.
Provide leadership ensuring operational excellence, scalable processes, and consistently high service standards across all customer touchpoints.
Own customer service performance, establishing KPIs, monitoring service levels, and driving initiatives that improve responsiveness, efficiency, and customer satisfaction.
Lead workforce planning and resource optimisation to ensure customer demand is effectively managed while maintaining service excellence and operational efficiency.
Oversee the end-to-end customer resolution process, including returns, exchanges, refunds, and escalated enquiries, ensuring policy compliance balancing customer experience with commercial objectives.
Partner with Supply Chain, Logistics, Sales, and other key stakeholders to manage customer communications relating to stock availability, delivery performance, and service disruptions, minimising customer impact.
Champion continuous improvement by analysing customer feedback, service trends, and operational data to identify opportunities for optimisation, cost reduction, and enhanced customer experience.
Act as the voice of the customer across the organisation, influencing cross-functional initiatives and driving improvements that strengthen customer loyalty and support business growth.
Develop a strong understanding of customer service operations, systems, and processes to identify opportunities for improvement and innovation.
Lead the review and optimisation of customer service systems, ensuring they support business growth, operational efficiency, and an excellent customer experience.
Evaluate and recommend customer service technologies that enhance capability, scalability, and performance.
Champion the adoption of AI and emerging technologies to improve productivity, streamline operations, and enhance the customer experience.
Produce customer service reports covering operational performance, customer trends and key KPIs.
Analyse customer feedback and contact drivers to identify root causes and opportunities for business improvement.
Provide actionable insights to senior stakeholders that support product improvements, operational efficiencies and customer satisfaction.
Use data to measure the effectiveness of new initiatives and identify future opportunities.

Requirements

What you’ll need

5+ years’ experience managing customer service or customer operations teams, ideally within retail or eCommerce.
Experience managing customer service platforms such as eDesk, Zendesk, Gorgias or similar.
Proven experience leading operational improvement projects and implementing new systems or technologies.
Strong understanding of customer service metrics and performance reporting.
Experience using automation, AI tools or workflow optimisation to improve efficiency.
Excellent project management and stakeholder management skills.
Strong analytical mindset with the ability to translate customer data into business recommendations.
Outstanding communication and leadership skills.
A proactive, solutions-focused approach with a passion for delivering exceptional customer experiences.

Benefits

Comp & perks

Professional development opportunities
Flexible working arrangements