Customer Service Supervisor, Brand

Jellycat is a privately owned design‑led, gift brand headquartered in London. We create innovative, luxurious products in the soft‑toy, accessory, baby, and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go! As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

The Brand Customer Service Supervisor leads and strengthens the customer‑facing brand experience across all touchpoints, ensuring the Brand Customer Service Advisors are informed, empowered, and equipped to deliver joyful, knowledgeable, and consistent support. This role oversees the accuracy of global Help Center content, drives cross‑functional alignment with DTC, Wholesale, Marketing, and Brand teams, and transforms in‑person customer insights from retail partners, key accounts, and brand activations into actionable improvements.

As a strategic partner within the broader Customer Service function, the Supervisor defines and monitors customer experience metrics, upholds operational and brand standards, and ensures the team is prepared for launches, peak seasons, and evolving customer needs. By proactively identifying knowledge gaps, maintaining strong documentation practices, and championing brand‑aligned communication, the Brand Customer Service Supervisor plays a critical role in elevating service excellence and ensuring customers experience the magic of Jellycat wherever they encounter the brand.

• Maintaining accurate, up‑to‑date FAQ & Help Center content
  • Maintaining fully up‑to‑date FAQ pages across all regional sites in partnership with UK, FR, DE, and ROW Customer Service teams.
  • Ensuring content aligns with product launches, policy changes, and brand messaging. Delivering clear, documented SOPs to support FAQ upkeep and cross‑regional updates.
• Delivering cross‑functional communication outputs
  • Providing regular, structured updates to DTC, Wholesale, Marketing, and Brand teams that summarize trends, insights, and recurring customer issues from both in‑person and online engagements.
  • Maintaining transparent communication loops so all departments receive correct, timely customer‑facing information.
• Capturing and reporting in‑person customer insights
  • Delivering monthly or event‑based reports summarizing in‑person customer concerns from retail partners, key accounts, pop‑ups, and activations.
  • Ensuring each identified concern is logged, categorized, tracked, and routed to the appropriate team for resolution.
• Supporting customer experience metrics & performance tracking
  • Helping define customer experience KPIs, including response time, CSAT, quality scores, and tone of voice.
  • Producing weekly summaries of performance results, trends, wins, and improvement opportunities.
• Upholding brand storytelling & customer engagement quality
  • Delivering consistent, brand‑aligned communication across all channels — phone, email, and chat — ensuring every interaction reflects the joyful, warm Jellycat experience.
  • Demonstrating measurable improvement in qualitative brand‑voice audits and quality assurance reviews.
• Enabling launch & peak period support
  • Providing documented backup support plans for DTC during new product launches and peak seasons.
  • Tracking and reporting spikes in customer questions, issues, or escalations during these periods and presenting insights to the Head of DTC Customer Service, North America.
• Reinforcing operational standards & SOP adherence
  • Upholding and reinforcing internal operational standards, including timely task execution, proper documentation, and accurate system usage across Zendesk, Big Commerce, and SAP.
  • Delivering quarterly recommendations to the Head of DTC Customer Service on process enhancements that support efficiency and brand consistency.
• Proactively identifying knowledge gaps
  • Identifying gaps in customer‑facing content, event support materials, retail partner information, or training resources.
  • Creating or requesting new FAQs, content, or process documentation as emerging customer questions or…