Customer Service Manager

The role

You will ensure support standards across all channels and teams. You will own quality assurance, lead team leaders, handle escalations, and run training for the in-house crew.

What you will do

• Ensure support standards hold up across every channel and team
• Run quality assurance that looks at decisions
• Work with team leaders to help them lead their teams well
• Step in on lower-level escalations
• Run additional training for the in-house crew
• Keep managers across the business informed with a regular newsletter
• Work across the southern and northern hemispheres

Required qualifications

• 5+ years' experience in customer experience, quality, enablement, or customer support leadership
• Proven experience designing and running quality frameworks
• Strong coaching capability
• Deep understanding of tone, language, and emotional context in customer communication
• Experience handling judgement-heavy escalations
• Experience using qualitative and quantitative inputs together
• Working familiarity with customer support platforms
• Ability to translate brand principles into clear, practical expectations for frontline teams
• Clear, thoughtful communication

Nice to have

• ecommerce or product brand background

About the company

Bellroy makes things people carry every day. They are a close-knit group of thinkers and makers from over 25 different countries.