Posted Jun 08, 2026 27 views
Ego Shoes is seeking an experienced Customer Success Manager to lead a dedicated team of 15 customer service professionals. This role demands a leader with a proven record of managing international accounts across key markets such as the UK, US, or EU. The ideal candidate possesses deep expertise in the fashion, apparel, or direct-to-consumer (DTC) industries and has extensive hands-on experience with customer success platforms including Zendesk and Intercom. This position requires a strategic thinker who embraces innovative AI-driven solutions to optimize customer service processes, reduce reliance on headcount scaling, and deliver exceptional support in fast-paced e-commerce environments. Fluency in business English and residency in Pakistan are essential for this role.
As the Customer Success Manager at Ego Shoes, you will oversee and develop a high-performing team responsible for managing customer interactions across multiple channels including live chat, social direct messaging, and marketplace platforms such as TikTok Shop, ASOS, and Debenhams. You will implement and refine custom Large Language Model (LLM) workflows and AI-powered tools to create efficiencies and enhance the overall customer experience. Your numerate mindset will enable you to track and report on key performance indicators (KPIs) tailored for the UK market, informing data-driven decisions designed to elevate service quality and customer satisfaction within the e-commerce and retail sectors.
Responsibilities
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Stand up and own our Zendesk environment — SLAs, macros, automations, channel routing, reporting.
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Define the CS playbook across all channels: email, live chat, Instagram and TikTok DMs, returns and refunds.
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Hire and onboard a Lahore-based team of around 14 customer service agents.
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Partner with our AI Automation Engineer to design and roll out AI-first workflows — triage, draft replies, returns handling, escalation routing — so each agent handles more, better.
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Set and report on KPIs — CSAT, first-response time, resolution time, contacts-per-order, returns root-cause analysis.
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Surface insight from CS contacts back to merchandising, marketing and supply chain — CS sees leading indicators of product, fulfilment and marketing issues before anyone else.
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Be the operational owner our UK Head of Operations relies on for a full picture of customer experience at Ego.
Skills
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