Customer Service Lead

Magic EdTech

Customer Service Lead responsible for customer service ownership and team management in hybrid role. Handling ticket escalations and ensuring service quality in a fast-paced startup environment.

Posted 5/27/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Take full ownership of customer service as the company grows
Manage customer service agents while resolving around 20% of daily tickets
Audit service channels proactively, catching errors before escalation
Ensure quality, speed, and tone of customer interactions
Respond to sensitive issues with direct phone calls
Manage Trustpilot score and generate reviews
Utilize live chat as a sales channel to assist customers
Handle complex issues involving logistics and partner communications
Manage relationships with key retail partners and oversee returns process

Requirements

What you’ll need

2+ years in customer support or e-commerce operations
Strong verbal communication skills; comfortable handling escalations by phone
Experience with Gorgias or similar helpdesk software
Proficiency in Shopify (highly desirable)
Experience with couriers, 3PLs, or freight forwarders

Benefits

Comp & perks

Competitive salary
Hybrid working from our London HQ (at least 2 days WFH per week)
Free MAGIC Mirror and accessories (worth £2,000+)
Unlimited holiday
Mental health and wellbeing support
Hardware budget (new MacBook or equivalent)
Learning and development budget
Exposure to investors and athletes
Weekly free lunch and daily barista coffee in office
Regular socials

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicee-commerce operationshelpdesk softwareShopifylogistics3PLfreight forwarders

Soft Skills

verbal communicationescalation handlingrelationship managementproblem-solving