Customer Service Manager - E-commerce 3PL & Automation (UK Shift)

IBMC is assisting a prominent UK-based 3PL and e-commerce fulfillment group in hiring an operational Customer Service Manager. Operating across multiple divisions, our client delivers end-to-end logistics, shipping, and automated customer service solutions for global e-commerce brands. This role will be managed through IBMC, serving as the strategic operational lead for the client's productized customer service division.

We are seeking an analytical, process-driven Customer Service Manager to own the entire customer service operation across team leadership, automation, unit economics, and process architecture. You will manage an outsourced support pod via a dedicated Pod Leader, ensuring high quality across all client brands while driving ticket deflection using AI helpdesk automation (Gorgias AI). Crucially, you will run the customer service pod as an early warning system, using an exception taxonomy to identify operational/fulfillment root causes, and maintain the unit economics tracking that underpins our client's service rate card.

Working Schedule & Location

• Location: Remote.
• Working Hours: 100% aligned with UK Business Hours (Minimum core overlap: 09:00 to 17:00 UK Time, Monday to Friday / Evening-Night WIB).

Key Responsibilities

• Service Delivery &