Echt Group (Echt Apparel & Airmed Scrubs)

About the Role

Echt Group is seeking a proactive and motivated Customer Service Team Leader to join our growing team. This role is ideal for an experienced customer service professional who is ready to step into a leadership position. You will be responsible for managing all online customer service inquiries (emails, live chat, social inboxes) across our two brands – Echt Apparel and Airmed Scrubs.

This is a fantastic opportunity for someone with strong customer service skills who thrives in a fast-paced, digital-first environment and is eager to develop their leadership capabilities.

Key Responsibilities

Oversee all online customer inquiries (emails, live chat, social channels), ensuring timely and professional responses.

Supervise and mentor one Customer Service Representative, providing guidance, support, and feedback.

Monitor and manage day-to-day workflow, delegating tasks effectively to ensure SLAs and quality standards are met.

Handle escalated customer issues with professionalism, offering solutions that build trust and loyalty.

Assist in developing and implementing strategies to improve the customer service experience across both brands.

Collaborate with Operations, Sales, and Marketing teams to streamline processes and improve efficiency.

Maintain accurate records of customer interactions, feedback, and issues to support continuous improvement.

Contribute to training, knowledge sharing, and building a positive, team-oriented service culture.

Report on key metrics (volume, CSAT, reply times) and provide measurable action plans

About You

3-4+ years’ customer service experience, ideally in an eCommerce or retail environment.

Previous exposure to supervising, mentoring, or training team members (formal leadership not required, but highly regarded).

Strong written communication skills with the ability to maintain a professional yet approachable tone across multiple platforms.

Tech-savvy, with the ability to work confidently across multiple online platforms and CRM/ticketing systems.

Strong problem-solving skills with a customer-first mindset.

Organised, adaptable, and able to work independently while supporting the wider team.

Enthusiastic about stepping into a leadership role and growing with the business.

Why Join Us?

Work across two exciting and fast-growing brands – Echt Apparel and Airmed Scrubs.

Play a pivotal role in shaping the customer experience.

Opportunity for career progression as the team and company continue to expand.

Collaborative, supportive, and dynamic team culture.