Customer Service Manager

Customer Service Manager – Mother’s Earth

Up to €4,000 per month + Benefits

Full Time - Freelance

Remote – Europe

We’ve teamed up with the fast growing ‘change for good’ cleaning product brand, Mother’s Earth, who are now in the market to secure a Customer Service Manager to join their rapidly scaling team!

Mother's Earth is dedicated to creating a positive impact by reducing toxins and plastic waste in cleaning products and making donations to those in need. Their mission is to contribute to a better world for people and animals.

They believe in sustainability and health as a priority, and are committed to creating products that have a positive impact.

Join a dynamic, innovative team and help us bring meaningful products to market that align with our core values of transparency, continuous improvement, and community.

Mother's Earth are a Netherlands based brand with a fully remote team - so you can be based anywhere in Europe.

Check out what we are doing here; https://mothersearth.com/en-gb

The Role:

We’re seeking a Customer Service Manager to take charge of our growing support team. In this role, you’ll set the tone for how we engage with our customers, ensuring they feel heard, understood, and delighted at every step. You’ll be responsible for building out processes, mentoring a small but mighty team, and driving customer-centric strategies that elevate the entire Mother’s Earth experience.

Mother's Earth is dedicated to creating a positive impact by reducing toxins and plastic waste in cleaning products and making donations to those in need. Our mission is to contribute to a better world for people and animals.

Key Responsibilities:

• Lead & Develop: Recruit, mentor, and manage a (small) team of support agents, fostering a culture of empathy and excellence.
• Strategize: Design and implement customer support processes, policies, and workflows to optimize efficiency and customer satisfaction.
• Monitor & Improve: Track key performance metrics, identify areas for improvement, and implement best practices to enhance overall customer engagement.
• Collaborate Cross-Functionally: Work closely with product, marketing, and operations teams to address customer feedback and continually improve our products and services.
• Customer Advocacy: Serve as the voice of our customers, ensuring their needs and challenges are represented in strategic decisions.

Requirements:

• Experience: Minimum of 3 years in a retail e-commerce customer support leadership role, ideally in a fast-paced or startup environment.
• Team Leadership: Demonstrated experience managing and developing a small support team or leading customer service agents.
• CRM Knowledge: Familiarity with multiple CRM platforms (such as Richpanel, Zendesk, Gorgias, etc.) and the ability to adapt to new systems quickly.
• Technical Skills: Proficiency in Microsoft Excel for data management and reporting.
• Problem-Solving: Calm under pressure, with strong communication and critical thinking skills.
• Mission-Driven: A genuine passion for sustainability, philanthropy, and creating a positive impact.

If this sounds like you then hit apply or email Kyle on kyle@hypergrowthrec.co.uk to find out more!