Dezeen Jobs

Gabriel Scott is seeking a customer service lead to join its team remotely.

About us

Gabriel Scott is a luxury lighting and furniture studio renowned for our exquisite craftsmanship, timeless designs, and commitment to excellence. We pride ourselves on delivering exceptional experiences to our discerning clientele – from the initial point of purchase through to aftercare.

To further elevate our client journey, we are seeking a customer service lead – aftercare services to champion the client experience post-sale. This role is critical to ensuring our aftercare service reflects the same level of excellence as our products.

We welcome applications from candidates based in the UK, US or Canada time zones to best support our global client base.

Role overview

The customer service lead will take full ownership of our aftercare service process, managing all aspects of repairs and replacements. This includes initial client communications, troubleshooting, arranging follow-up calls, raising orders for replacement parts, coordinating internally, and ensuring overall client satisfaction.

Working closely with our sales, production, and sourcing teams, the successful candidate will drive a seamless, client-centric process. They will also oversee other client support activities such as proactive outreach, handling service requests, and maintaining accurate records. The ultimate goal is to uphold Gabriel Scott’s reputation for best-in-class luxury service.

Key responsibilities

Client-focused aftercare:

• act as the primary point of contact for aftercare services, maintaining professional and personalised client communications
• troubleshoot client concerns and offer tailored, high-quality solutions
• lead client calls to gather feedback and resolve issues efficiently
• raise and manage replacement part orders, ensuring timely coordination with internal teams
• conduct follow-ups to confirm resolution and ensure outstanding client experiences

Additional client support activities:

• client escalations: manage complex or sensitive concerns, ensuring swift and satisfactory resolution
• service and maintenance requests: coordinate service needs, including installations or repairs, potentially involving external technicians.
• order tracking: provide clients with updates and support regarding delivery timelines or delays
• CRM management: maintain accurate, up-to-date client records to enable seamless service and team handovers

Cross-department coordination:

• collaborate with the sales team to ensure a consistent brand experience across all touchpoints
• liaise with production and sourcing teams to efficiently manage repairs and replacements
• work closely with the pre-sales admin team, providing support where needed to ensure continuity between pre- and post-sale service
• be on hand to assist with sample inventory monitoring and other administrative tasks that support the full sales cycle
• maintain clear internal communication to ensure alignment across all stakeholders

Process optimisation and reporting:

• review and improve the aftercare process regularly, aligning with the brand’s high standards of luxury service
• report to the commercial director and product development team with updates on performance, feedback and opportunities
• replacements/issue logging: record all replacements and issues in detail, using reason codes (where applicable) to generate monthly insights and reporting for key stakeholders

Key skills and attributes:

• a passion for exceptional client care and a refined understanding of luxury service expectations
• excellent communication and interpersonal skills, with the ability to build long-term client relationships
• strong problem-solving skills, with the ability to balance commercial considerations with exceptional client outcomes
• organised and detail-oriented, capable of managing multiple active cases with consistency and care
• tech-savvy, with experience using CRM systems and digital communication tools
• collaborative and proactive, with the ability to work cross-functionally across departments
• previous experience in a luxury, design-led, or customer service-focused environment is highly desirable

www.gabriel-scott.com