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Customer Service Manager

At BLK BOX, we are passionate about creating world-class training equipment and solutions that empower athletes, teams, and fitness enthusiasts to perform at their best. We serve a diverse and growing customer base through our website and offline/key account sales, offering high-quality products and exceptional customer experiences.

 

Role Overview:

We are seeking a Customer Service Manager to lead and elevate our customer service function. This is a pivotal role for someone who thrives in a fast-paced environment and is passionate about delivering exceptional service. The ideal candidate will have 3–5 years of experience in e-commerce, retail, or a similar customer-centric industry, with proven leadership skills and a data-driven mindset.

 

Key Responsibilities:

  • Lead and manage the Customer Service team to ensure timely, empathetic, and solutions-focused support across all channels (email, live chat, phone, social media).
  • Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
  • Own and optimise all customer service touchpoints (Helpdesk, Email, Phone, WhatsApp, Social Media).
  • Handle escalated customer issues with professionalism and aim for first-contact resolution.
  • Collaborate with operations, logistics, sales, marketing, and product teams to resolve issues and improve processes based on customer feedback.
  • Monitor KPIs (e.g. response time, resolution rate, CSAT, NPS) and provide regular reporting to leadership.
  • Create and maintain customer service training materials, SOPs, and FAQs.
  • Stay ahead of customer service trends and seek opportunities to enhance the customer journey.

 

Requirements:

  • 3–5 years of experience in a customer service role within an e-commerce, retail, or similar environment.
  • 1–2 years of experience in a leadership or managerial role preferred.
  • Strong understanding of modern customer service platforms and ERP tools like Microsoft Business Central.
  • Excellent written and verbal communication skills.
  • Data-driven and analytical approach to problem-solving.
  • Empathy, patience, and a genuine passion for delivering great customer experiences.
  • Ability to manage multiple priorities in a fast-moving, team-oriented environment.

 

Nice to Have:

  • Experience in fitness, wellness, or performance-focused industries.
  • Familiarity with Shopify, helpdesk platforms, and other e-commerce integrations.
  • Understanding of logistics and fulfilment processes.
  • Experience with equipment servicing.

 

What We Offer:

  • A dynamic, growth-focused work environment.
  • Opportunity to shape the customer experience strategy at a leading fitness brand.
  • Competitive salary and performance-based bonuses.
  • Staff discount and access to world-class training equipment.
  • Personal development opportunities and a strong team culture.

 

If you’re a passionate customer advocate ready to lead a high-performing team at a company that values performance, innovation, and community — we’d love to hear from you.

 

Location: BLK BOX HQ
Reports to: Director of Operations

 

To Apply:
Send a one-page cover letter and your CV to careers@blkboxfitness.com. Use your cover letter to show us who you are and why this role at BLK BOX excites you.