We are looking for a proactive Customer Support Lead based in Poole to oversee day-to-day customer support operations and deliver an exceptional service experience. This role focuses on VIP customer support, ticket management, returns, and warranty repair coordination, while driving efficiency and continuous improvement across the customer care function. Working closely with the Head of Customer Care and Quality, you will manage support workflows, coordinate with logistics and repair partners, and help optimise systems and processes, including the use of AI tools. Key Responsibilities Deliver a high-touch support experience for VIP customers, ensuring tickets are prioritised and resolved in line with SLAs. Oversee daily ticket management within Gorgias, identifying opportunities for process improvement and automation. Manage product returns, courier claims, and warranty repair coordination with 3PL and repair partners. Maintain accurate records and documentation for claims and reporting. Support AI-driven customer service tools to ensure accuracy and efficiency. Identify trends from customer queries and recommend improvements. Work cross-functionally to resolve fulfilment, invoicing, and service issues. About You Strong communication and organisational skills. Comfortable managing multiple priorities in a fast-paced environment. Confident using customer service systems and Microsoft Office. Flexible and commercially minded, with a focus on service quality. What''s on ..... full job details .....