Customer Service Supervisor

MOO set out to shake up the world of print back in 2006. And we’ve come a long way since. Today we’re a 400 strong team (we’re thinking of getting matching jackets) who create print and digital products for companies of all sizes – from Google and AirBnB to the guy who makes those amazing prints you found at a craft fair. 

Our global HQ is in London, UK, while we also have premises in Dagenham. In the US, you’ll find us in Boston, MA Denver, CO, and East Providence, RI

We’re making new and exciting things – and we could really do with your help. 

MOO's Customer Service team is looking for a Supervisor to support our customer service rock stars. These individuals are the front line, handling customer calls, chats, and emails daily. We're seeking someone who understands the importance of exceeding customer expectations and creating positive experiences for both our customers and our legendary service MOOsters.

The ideal candidate will have experience coaching and providing feedback to team members. You will be responsible for supervising a team of at least 10 agents, so strong organizational, multitasking, and time management skills are crucial.

We value individuals who lead by example, communicate clearly, are consistent in their approach, and take ownership of their responsibilities. This role requires someone who is open to and can champion change to help the team achieve its goals.

If you're looking for an opportunity to lead a dedicated customer service team and contribute to a company that values both its customers and its employees, we encourage you to apply!

• Self-motivated and a team player
• Ability to work in a fast-paced, ever-changing environment
• Ability to motivate, mentor, and develop a team
• A genuine passion for exceptional customer service
• Strong decision-making skills and the ability to handle escalated customer issues
• Passionate about people – internal and external customers as well as team members
• Dedication to exceeding customer expectations and building loyalty

• Effectively manage escalated customer issues
• Provide hands-on support by processing customer inquiries (calls, chats and emails) during periods of high volume
• Act as a subject matter expert, providing nuanced solutions to complex customer issues, leveraging product knowledge and understanding of company policies
• Support the well-being and performance of your direct reports, including their development, mentoring, and career coaching
• Cultivate a positive and engaging team environment
• Foster an inclusive, supportive environment that embraces diversity to ensure your team feels valued, respected and empowered to succeed
• Keep the service team informed and aligned by communicating Sprint updates, bug fixes, and relevant wider company news
• Analyze weekly reports to effectively measure individual and team performance, identifying trends and areas for improvement

• The ideal candidate will demonstrate enthusiasm, creativity, a positive outlook, and a strong commitment to teamwork. To be considered for this role, you must possess:

• Minimum of 2 years of experience in Customer Service Management
• Ability to make sound business decisions
• Excellent verbal and written communication skills
• Confident and decisive demeanor
• Strong empathy and customer-centric approach
• A willingness to learn and grow
• Ability to effectively engage the team, building strong morale and driving collective success through shared vision and enthusiasm

What’s it like to work at MOO? 

MOO’s the kind of workplace where you can really be yourself. Dye your hair purple. Hit the sofa with your laptop. Whatever helps you feel comfortable and happy at work. We want to help you grow in your career and set you up for success – while also recognizing the importance of a healthy work/life balance.

That’s why we offer 22 days’ PTO plus Federal holidays, a 401(k) match, MOO stock option program, paid parental leave and we’ll cover 100% of your health, dental and vision care premiums. We’ll also cover you with life insurance and long-term disability insurance, and we offer a wellness program too. Finally, we’ll treat you to breakfast and fresh fruit every day, lunch on Fridays and all the ice cream you can eat (just watch for the brain freeze).

Diversity Statement

We are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. And that creates a better experience for our customers. MOO doesn’t discriminate on the basis of race, color, religion or belief, gender, national origin, age, sexual orientation, marital status, disability, veteran status or any other protected class

As a design and technology company we have a desire and a responsibility to build a business that represents the world around us. So we strive to create a values-driven, purposeful and highly empowered organisation that we are all proud to work for. And we are committed to continuous investment in building an open and inclusive environment, welcoming a diverse audience of candidates who see themselves working and thriving at MOO. Therefore, we’d like to invite you to complete this optional survey to help us evaluate our inclusion and diversity efforts. Completing this form is entirely voluntary and if you decide not to it won’t in any way affect your job application. We keep the information separate from your application and it is kept secure and confidential, it is only used to better our inclusion and diversity efforts. By submitting this information, you consent to MOO's processing of it for these purposes.