E-Commerce Customer Service Manager (AI-Led Support)

E-Commerce Customer Service Manager (AI-Led Support)

Please read "How to apply" before applying. Applications that don't follow it will be deleted without being read.

Remote · UK-based company with team members in the UK and the Philippines · Competitive salary, based on experience · Full-time

MySweetSmile is an established UK oral care brand selling internationally across multiple sales channels. We're rebuilding customer service around an AI agent, and we're hiring a Customer Service Manager to own it: the agent, the team and the processes behind both.

This is not a standard customer service job. Our AI agent handles the routine conversations. Everything that reaches you is the work it can't do:

• Escalations
• Complaints
• Negative reviews
• Chargebacks
• Marketplace disputes

Every one of these is written by hand, and every one carries real consequences for the business. There's no template to hide behind.

What you'll be doing

• Write the responses that matter. Handle escalations, negative reviews, chargeback evidence, marketplace cases, reimbursement claims and disputes personally. You write each one yourself, to a standard that wins them.

• Own our AI support agent across every customer channel. That covers its prompts, knowledge base and skills. Review its conversations every day, work out why a response went wrong, and fix the instruction behind it.

• Build internal AI tools with Claude. Create and maintain Claude Projects and custom Skills that help the team draft, check and resolve cases faster.

• Write and maintain our SOPs in Notion, so the team, the AI agent and our internal tools all work from the same playbook.
• Lead our customer service team, reporting to our Head of Operations, and run it day-to-day in Slack.

• Report in detail:

◦ Daily: a short written update in Slack on what happened, what's stuck, and what the AI got wrong and how you fixed it.

◦ Weekly: ticket volumes by type, channel and country; response and resolution times; how much the AI resolved on its own; refunds and replacements issued; and dispute and case outcomes.

◦ Weekly, and most important: the three things breaking most often in the process, and what you're changing to fix them.
We expect numbers, not impressions.

Who we're looking for

• Flawless written English. Not good. Perfect. Every chargeback response, marketplace dispute and public review reply goes out under our name, and a single error costs credibility with customers, banks and marketplaces. You'll write clearly, persuasively and precisely, in a tone that treats customers with respect.

• Excellent communication and organisation. You keep a team, an AI agent and several sales channels across multiple countries running without anything falling through the gaps. You communicate clearly and concisely in writing, and you never leave people guessing where things stand.

• Hands-on experience with Claude, including building Projects and writing custom Skills. You've built something your team actually uses.

• Hands-on experience improving an AI agent or chatbot. You've written or edited its instructions, you can explain why it gave a bad answer, and you've fixed it.

• 3+ years in eCommerce customer service, including at least 1 year managing people.

• Dispute experience: chargebacks, marketplace cases or payment disputes, where the quality of your writing d ---------- the outcome.

• Shopify, Amazon Seller Central and TikTok Shop experience. Confident in Slack and Notion. Experience with an AI helpdesk platform is a strong bonus.

• Systems-minded: you fix broken processes rather than working around them.

• Fast and proactive: you flag problems as they happen rather than sitting on them.

How to apply
We receive a high volume of applications. Anything that doesn't follow these instructions exactly, including the subject line, will be deleted without being read.

Apply through OnlineJobs only. Applications sent by email will be ignored. Use the subject line "MSS Customer Service Manager — Application", and include:

1. A short note on your experience managing a support team and working with AI tools, including anything you've built with Claude.

2. Write this reply. Write the email you'd send, exactly as the customer would receive it, in no more than 200 words.
A customer's order was marked as delivered, with a courier photo of a door that isn't hers. We sent a replacement. That has now also been marked as delivered, and she hasn't received it. She says she's been fobbed off twice, wants the owner's email address, and is about to leave a one-star review.

3. Fix this situation. In no more than 300 words, tell us what you'd do in your first two weeks.
Tickets are arriving faster than the team can answer them, and the backlog is growing daily. Customers who don't hear back are chasing on several channels at once, so the same issue is arriving three times. Some are going straight to public reviews or their bank.

4. One process you improved: what was broken, what you changed, and what happened.

Your application is your first writing sample, and we'll read it that way. Write your answers in your own words.

Shortlisted candidates will be invited to a Stage 1 interview, where you'll talk your answers through with our CEO. If successful, you'll complete a paid trial task, followed by a Stage 2 final interview, attended by our Head of Operations and CEO.