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Luxury E-commerce Customer Service Manager

United Kingdom, England, LondonOperations

Job description


Carl Friedrik is a product design company challenging traditional luxury. We design and sell premium accessories and travel goods.

We empower modern professionals in their day-to-day lives with our unique blend of intelligent design, fine craftsmanship and long-lasting quality.

About the role

We are looking for a motivated and talented individual to join our team as Customer Service Manager. Someone who is passionate about customer experience and driving improvements is a must. This will be a fast-paced and intensive role as you will lead the Carl Friedrik support team, develop strategies to improve the experience and be challenged to improve our KPI's.

Your responsibilities

  • Deliver exceptional customer support (via email, phone, social media).
  • Managing the customer support operation and admin.
  • Work closely with and train our third-party support agents
  • Be fully responsible for the success of our customer service, pushing change when you see fit.
  • Reviewing current processes and coming up with innovative ways to improve the customer experience.
  • Holistically approaching the customer experience, from pre-purchase to post-sales engagement.
  • Analysing and reporting on customer and support metrics.
  • Working alongside the Operations Manager, you will understand the operations of the business and leverage it to improve the customer experience.

Job requirements

Ideal candidate

We’re looking for a talented and highly motivated candidate to join our small, high-powered team.

We are looking for someone that’s:

  • Passionate: You’re passionate about your role, your team, and serving our customers.
  • Proactive: You act without being told what to do and have the ability to self-handedly push a new project to the finish line.
  • Strong communicator: Both within the team and externally (excellent written/verbal skills).
  • Creative: You express creativity in your approach to problem solving. You always ask if there’s a better way to do something.
  • Problem solver: You are able to come up with creative and logical solutions to problems and action them with no assistance.


  • Experience in a customer service or customer-facing role.
  • Degree from a top university.
  • Technical understanding of order management softwares and e-commerce platforms.
  • Native level English.

More about Carl Friedrik
We are challenging the outdated practises that characterise the luxury industry. By selling direct-to-consumer, embracing sustainable materials and rejecting seasonal fashion, we are better positioned to serve our customer: the modern professional.

Intelligent design is a crucial part of our ethos. Everyday accessories should be functional and a joy to use — so form always follows function in our creative process.

Accessories must also meet the demands of modern living. So we only collaborate with the finest materials and craftsmen. The result: products that last a lifetime.

Carl Friedrik in the media

  • New York Times: “Best refined briefcase for daily use: Carl Friedrik”

  • Forbes: “The new king in the leather goods space”

  • Featured in HBO’s Emmy award-winning drama, Succession.


  • Competitive salary

  • Share options

  • Contributory pension scheme

  • Annual company trip + frequent team social events

  • Flexible location, even remote

  • Premium co-working spaces in London and Barcelona

  • Join a fast-growing, agile and international team, passionate about innovation and making a difference