Reports to: Head of Logistics

Role Overview:

From the time the Jaded customer orders, through to delivery to their home, our customer care team works to monitor customer orders and ensure seamless delivery to the customer. In the event a customer should contact our customer care team via email, live chat, or social media, the team is ready and empowered to provide flawless service and resolve the issue.

Responsibilities and Duties:

  • Manage, motivate, support, and coach the Customer Care Team
  • Continuously improve the customer experience, create engaged customers and facilitate organic growth
  • Review delivery proposition regularly with Head of Logistics
  • Track kpis and identify improvement areas
  • Measure and report on the team’s productivity
  • Regular review of procedures and policies to ensure they provide the best customer experience
  • Ensure consistent delivery of tone of voice
  • Monitor and ensure accurate and complete flows of orders, payments, returns, refunds…
  • Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media
  • Access to Jaded social media accounts; responding to any customer comments with a positive and responsive voice that remains reflective of our audience and the brand
  • Escalate internally key customer concerns on social platforms with social team
  • Using several different customer service software, including Shopify/Gorgias
  • Resolve any relevant data flow and settings issues in the software used
  • Data entry, including:
  • Processing and updating the weekly dispatch, back order, and returns reports
  • Weekly collating of all data regarding the number of emails replied to, response times, returns processed, etc
  • Liaising with the warehouse to ensure quick dispatch, order fulfilment, and delivery dates are met
  • Communicating with the Production and Social teams to ensure accurate product information and launch dates are correctly communicated
  • Organise team training on product for each launch across menswear and womenswear
  • Demonstrating a great knowledge of our product and general love for the brand
  • Handle any shipping, size, or price issues across all platforms
  • Work towards a set of goals, targets, and KPI’s



  • Minimum 2 - 3 years experience as a Customer Care Manager for online stores - minimum 4 people
  • Experience of managing a team
  • Experience in managing Customer Service Systems
  • Proven experience managing a Customer Care Team
  • Working knowledge of customer service software, databases and tools
  • Dedicated to providing excellent customer service
  • A problem solver, able to take initiative
  • Strong client facing and communication skills, both written and verbal
  • Good knowledge of Excel and using Outlook emails
  • Diligent with strong organisational skills
  • Friendly and enthusiastic
  • Ability to work across weekends and evenings as needed to support the team
  • A real passion for fashion and the Jaded brand

What’s in it for you?
• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements - 1 day per week WFH
• Pension Scheme (3% Jaded, 4% You)
• Bonus Scheme
• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (joe and the juice, cafés, fitness, beauty etc)
• North-West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
• Regular Office Social Events (e.g. payday socials

To apply, email your CV and covering letter to; with the email subject ‘Customer Care Manager'