Senior Customer Service Consultant (Contract)

Role Overview

We are seeking a Senior Customer Service Consultant (Contract) to elevate our customer service function. This is a hands-on and strategic role, suited to someone with extensive customer experience expertise in the ecommerce and/or fashion space.

You will own day-to-day customer interactions while also developing and implementing best-in-class processes, tools and training to create a scalable, efficient and brand-aligned customer service operation.

This role is ideal for someone who thrives in a fast-paced, entrepreneurial environment and is passionate about creating exceptional and values-led customer experiences.

Key Responsibilities

• Act as a senior point of contact for escalations, troubleshooting and difficult conversations.

• Design and implement customer service best practices, including knowledge base creation, macros, reporting and SLAs.

• Review and optimise existing processes to ensure efficiency and consistency across the team.

• Select and/or optimise customer service tools and platforms to support scale.

• Collaborate cross-functionally with Operations, Warehouse, Product and Marketing teams to resolve issues and drive continuous improvement.

• Train and mentor junior team members or external customer service providers (if applicable).

• Provide insights and reports on customer feedback, trends and issues to help inform business decisions.

   

Key Skills & Experience

• Extensive experience in a senior customer service or customer experience role within ecommerce (fashion preferred).

• Proven track record of setting up or improving customer service operations, processes and tools.

• Strong communication skills with the ability to handle complex and sensitive situations with empathy and professionalism.

• Analytical mindset with experience using data to drive decisions and improvements.

• Hands-on, proactive approach — able to balance strategic thinking with day-to-day delivery.

• Passionate about sustainable fashion and aligned with OMNES’ brand values.

• Experience with customer service platforms (such as Zendesk, Gorgias or Freshdesk) and reporting tools.

What We Offer

• Opportunity to shape and lead a key function within a fast-growing, purpose-led fashion brand.

• Collaborative, supportive team environment.

• 3-6 month contract