Technical Customer Service & Sales Support Lead

Aintree Liverpool | Full-time Monday - Friday | Office-based | £30,000 to £40,000 dependent on experience | 25 Days Annual Leave + 8 Bank Holidays

Founded in Liverpool in 2011, Prestige Hair Extensions is a premium professional hair-extension brand known for quality, craftsmanship and an extensive collection of more than 60 shades. We’re proud to support professional stylists and retail customers with high-performance hair extensions designed to deliver long-lasting, seamless and natural-looking results.

As we continue to grow, we’re looking for a knowledgeable, personable and commercially minded Customer Service & Salon Sales Support Manager to join our Liverpool-based team. This is an exciting opportunity to become part of an established company with a strong industry reputation and a genuine commitment to product innovation and exceptional customer experience.

Customer service will be at the heart of the role. You’ll be a key point of contact for our trade and retail customers, helping with everything from orders, deliveries and returns to colour matching, product advice and technical hair-extension enquiries.

You’ll also take ownership of customer concerns, resolving the majority independently once fully trained and within agreed company guidelines.

When customer service demand allows, you’ll support our Commercial team by making proactive customer-care calls to existing salon partners. These will be warm, relationship‑building conversations rather than cold calls, helping us understand what our salon partners need and identifying opportunities for further product, education or business support.

• Deliver friendly, professional and knowledgeable customer service across telephone, email, Gorgias Helpdesk, social media and live chat.
• Assist trade and retail customers with orders, shipment tracking, stock availability and delivery enquiries.
• Help customers create accounts, navigate the website and resolve basic checkout or account issues.
• Support customers with colour matching using photographs and swatch rings.
• Provide advice on hair-extension ranges, application methods, product suitability and suitable alternatives.
• Maintain and update Gorgias response templates and workflows to ensure customer communication remains accurate and consistent.
• Support the initial administration and vetting of new trade account applications.

• Take ownership of customer concerns and technical issues, investigating and resolving them confidently in line with company procedures.
• Escalate complex or sensitive matters to senior management when required.
• Maintain accurate records of customer interactions, complaint outcomes and technical assessments within Gorgias and the company CRM, sharing any recurring feedback with the wider team.

• Manage customer returns from receipt through to completion, inspecting returned products against company policy.
• Process refunds, account credits, exchanges or replacements accurately and within agreed guidelines.
• Work closely with the Liverpool warehouse team to ensure eligible returned items are repackaged and returned to stock.
• Investigate missing-item and non-delivery claims using order, warehouse and courier information, maintaining accurate records through to resolution.
• Submit and manage claims for lost or damaged parcels with courier providers through to completion.

• Make proactive customer-care calls to existing salon partners during quieter customer service periods.
• Build strong relationships with salon customers and identify any product, education or business-support needs.
• Recognise opportunities to introduce…