Team Lead Customer Service – Pet Nutrition (FMCG/B2B/D2C)

About the role

Lead the customer experience for a premium pet‑nutrition brand across D2C, B2B and marketplace channels. You will manage a team of 5–8 agents, set service standards and use AI tools to drive revenue, retention and operational efficiency.

Key responsibilities

• Line‑manage 5–8 Customer Service Agents – hiring, onboarding, coaching and performance reviews.
• Own the Gorgias (or comparable) helpdesk configuration, SLAs, routing and macro creation across email, chat, social and phone.
• Set and achieve targets for first‑response time, resolution time, CSAT and backlog.
• Process B2B orders in Shopify, act as first point of contact for trade accounts and coordinate with finance and fulfilment.
• Run outbound sales programmes – abandoned‑cart recovery, win‑back and upsell/cross‑sell – and track conversion revenue.
• Manage subscription changes, pauses, payment failures and churn‑save initiatives.
• Handle Amazon Seller Central buyer messages and protect marketplace health metrics.
• Produce weekly/monthly CS reports, identify contact drivers and feed insights to product, operations and marketing.
• Design and maintain AI automation (auto‑tagging, suggested replies, knowledge‑base updates) and decide the human‑AI split.

Required profile

• 3+ years in customer service, including 1–2 years leading a team, preferably in e‑commerce, FMCG or pet‑nutrition.
• Hands‑on experience with Gorgias (or Zendesk/Freshdesk) and admin‑level setup.
• Working knowledge of Shopify order management, draft orders, refunds and subscriptions.
• Familiarity with Klaviyo customer profiles and Amazon Seller Central messaging (advantageous).
• Proven record of improving CS KPIs such as response times, CSAT and resolution rate.
• Experience with outbound sales, abandoned‑cart recovery or retention targets (advantageous).
• Demonstrated use of AI tools in daily CS work.
• Excellent written and spoken English and a customer‑obsessed mindset.

Required skills

• Gorgias (or comparable helpdesk platforms like Zendesk or Freshdesk)
• Shopify order and subscription management
• Klaviyo email & customer‑profile tools
• Amazon Seller Central messaging
• AI automation tools for ticket triage and macro creation