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Customer Service Manager
Full-time
Quail Digital is an international manufacturer of wireless headset communication systems for retail, quick-service, and healthcare. As they scale, they're looking for a Customer Service Manager to lead the transition with structure and vision. This is a hands-on leadership role with strategic influence, reporting to the COO and central to how the company uses AI and automation to deliver faster, smarter, more consistent customer experiences.
Service operations
Manage and develop a 3-person service desk handling support for UK, EU, and ROW territories across technical support, warranty, repairs, and spares orders.
Own and uphold SLA deliverables across phone and email channels and act as escalation point for complex issues.
AI & process innovation
Take ownership of the company's AI implementation roadmap within customer service, identifying opportunities to deploy Claude AI for automation, triage, knowledge management, and response efficiency.
Design and implement workflows and automations that reduce manual effort and improve response times.
Embed new tools into everyday practice, bringing the team along on the journey.
About you
3-5 years in customer service management or team lead, ideally in a technical, B2B, or product-led environment.
A genuine interest in AI tools and process automation, with experience using LLM-based tools (Claude, Copilot, or similar) a plus.
Familiarity with helpdesk or CRM platforms and designing support workflows.
