Job Opening: Customer Services Team Leader

About Us

Vape Superstore is a leading retailer of vaping equipment in the UK. We run a successful ecommerce website, alongside one retail stores in London.

We are looking for an enthusiastic customer services team leader to join the Vape Superstore team and help maintain and build on our excellent reputation. The role will be wide ranging and include a variety of different customer service focussed tasks.

It’s a great opportunity to join a growing team and business, with excellent opportunity for progression within the business.

Job duties:


The requirements for this position are; but not limited to the following;

  • Support the Customer Services team with day to day activities (Resolving Customer Queries via Email, Chat & Phone)
  • Plan, prioritise and delegate work tasks to ensure the proper functioning of the department
  • Run reports and complete daily administrative tasks
  • Support the team with any escalated complaints
  • Monitor and reply to Google Reviews and Trustpilot reviews
  • Work with management to analyse process and develop best practice
  • Lead other team members in developing performance, goals and KPI's
  • Support management with strategy
  • Coach and mentor more junior team members
  • Managing the teams annual leave, weekly shift rotas and staffing levels.
  • Direct the daily operations of the Customer Service Team
  • Track customer complaints, investigating and solving customers’ problems to a resolution

The Successful applicant:

  • Proven Team Leader experience
  • Ability to coach and motivate others
  • Strong command of written and spoken English language required
  • Able to work as part of a team and as an individual
  • Excellent attention to detail and can successfully manage multiple responsibilities simultaneously
  • The ability to think on your feet and work in a fast paced, busy environment
  • Excellent communication skills
  • Customer focused “can do” attitude
  • Highly organised and motivated
  • Minimum 5 GCSE passes (including English and Maths)
  • Good knowledge of Microsoft Office (Excel, Word in particular)
  • Experience of using Shopify and Wordpress CMS systems (not essential)
  • Some knowledge of customer databases and till systems would be useful
  • Understanding of Social Media and Review systems

How to Apply

Please send a covering letter and CV to