Head of Customer Service – E-commerce Fashion (Refund & Chargeback Reduction)

ABOUT US

We run a growing portfolio of direct-to-consumer fashion brands selling mainly to customers in the United Kingdom. We sell online through Shopify, and most of our customers find us through paid social and native advertising. Order volume is high, and every customer interaction directly affects our refund rate, chargeback rate and payment processor health.

We're looking for an experienced Head of Customer Service to own the full customer experience after purchase. Answering tickets is part of the job, but the main goal is to build a support operation that PREVENTS refunds and chargebacks before they happen.

Working hours: UK business hours (approx. 9:00-17:00 GMT/BST), Monday-Friday.

WHAT YOU'LL BE RESPONSIBLE FOR

• Own all customer service channels (email , helpdesk, live chat, social DMs) and keep response times low
• Reduce refund rates by solving problems first: exchanges, store credit, partial refunds and sizing help before a full refund
• Prevent chargebacks and disputes by spotting at-risk customers early (delivery issues, "where is my order", slow replies, unhappy customers) and resolving issues before the customer goes to their bank or PayPal
• Make sure every customer conversation is clear, polite and well documented, so the customer never feels ignored or misled
• Track and report weekly KPIs: refund rate, chargeback rate, first response time, resolution time, CSAT
• Write and improve macros, SOPs and response templates with a focus on retention and dispute prevention
• Spot recurring issues (sizing, quality, shipping delays, unclear product info) and report them to management with suggested fixes
• Manage returns and exchanges end to end
• Train and manage future CS agents as the team grows

Note: You will not be responding to chargebacks yourself. Your job is to make sure customers are happy and heard, so they never feel the need to open one.

REQUIREMENTS (MUST HAVE)

• 3+ years of e-commerce customer service experience, ideally in fashion/apparel
• Proven experience reducing refunds. Please include real numbers in your application (e.g. "reduced refund rate from X% to Y%")
• A clear understanding of why customers open chargebacks and disputes (e.g. no reply, item not received, item not as described, refund taking too long) and how great customer service prevents them
• Excellent written English with a warm, natural tone suited to UK customers (including an older demographic)
• Experience with Shopify and at least one helpdesk (Gorgias, Zendesk, Re:amaze, Freshdesk or similar)
• Very organised, proactive, and comfortable working independently
• Stable internet, a quiet workspace, and a backup power source

NICE TO HAVE

• Experience leading or training a CS team
• Familiarity with order tracking tools (AfterShip, 17Track, ParcelPanel)
• Experience with UK consumer rights / return policies
• Experience in a high-volume DTC brand running paid ads

WHAT WE OFFER

• Long-term, stable full-time position
• Monthly performance bonus tied to refund and chargeback KPIs
• Room to grow into managing a full CS team
• Direct communication with the owner, no layers of management
• Paid time off and 13th month pay

HOW TO APPLY

To show us you read the full post, start your application with the subject line: "Head of CS - Chargeback Prevention"

In your application, please include:

1. A short summary of your relevant experience
2. A specific example of how you reduced refunds or prevented chargebacks/disputes, including numbers
3. Your answer to this scenario: "A customer email s saying the dress she ordered doesn't fit and she wants a full refund. She also mentions she will 'contact her bank' if this isn't sorted quickly. How would you respond?"
4. Which helpdesk tools you have used
5. Your expected monthly salary

Applications without the subject line or the scenario answer will not be considered.