Global Customer Service Supervisor Full Time NEW

Born two decades ago from the needs of hardy British surfers, Finisterre creates enduring outdoor wear for an inspired life in and around the ocean. Proudly B Corp certified, we have committed to a deep belief: to make truly exceptional products in a more responsible and transparent way. Whether based at our cliff top headquarters in St. Agnes, Cornwall, or in one of our retail locations across the UK, Finisterre is a truly unique brand and career proposition.

• Perched a few hundred meters from the crashing Atlantic, our HQ at St. Agnes’ Wheal Kitty Workshops is at the heart of our brand. Here we stay true to our original design ethos of functionality and sustainability brought to life in an understated style and identity, always remaining committed to product, environment, and people.

As we enter the next exciting stage of global growth, we are on the lookout for talented individuals to join our crew. So, if you are as passionate about the ocean as we are and if you want to be part of a truly authentic, purpose-led brand and you share our vision to create exceptional products in a responsible way, then we would love to hear from you.

About The Role

As a Senior Customer Service Supervisor, you will be both the; first point of contact for Finisterre’s international customers, providing service that exceeds customer expectations and part of the Finisterre CS Management team. You will deliver a smooth pre and post purchase journey ensuring that our customers are eager to return and talk positively about their Finisterre experience.

Your key responsibilities in the role will be to our supporting our international customers by; answer calls, emails and live-chats, resolving any customer queries in an efficient and positive manner. The role will be an integral part of our rapidly growing international market and will involve supporting the wider team with logistics.

The role requires working afternoon and evening shifts from 14:00 to 22:30 (UK time) to provide support for our expanding US customer base.

Key Responsibilities

Customer Experience

• Create an engaging customer relationship, through sharing genuine experience, personal interests and adventure. Brings in own experience to advise customers.
• Delivers empathy and understanding for customers in all situations, taking appropriate actions where necessary to ensure a high standard of customer service.
• Takes pride in each positive customer resolution.
• Proactively implements solutions to gain high customer satisfaction
• Able to talk confidently about our product ranges and communicate authentically with customers through both own experience and technical knowledge.
• Provide additional and in-depth product knowledge including sourcing and fabrics to our customers

Operations

• Serve as the international lead, demonstrating in-depth knowledge of operations and supporting the CS team and customers with logistics-related queries and guidance.
• Act as the key point of contact for B2C courier and customs-related matters, maintaining a strong understanding of international shipping processes
• Ability to handle customer contacts without supervision.
• Effectively complete tasks in given timeframes
• Understands areas of improvement/ gaps in training/ processes for CS team members
• Working cross functionally across the business with key stakeholders to ensure all logistics details are accurate and communicated within agreed time frames
• Support with efficient handover of goods between FOB suppliers and forwarders working cross departments, ensuring that that all paperwork, regulations, systematic data is accurate
• Contribute to the continuous improvement of operations, always seeking better more efficient practices and feeding back to managers on potential changes.

People

Supports CS management by reinforcing customer-first culture through informal team support.

Communicates openly and honestly with CS Management team about any concerns or highlighting successes.

Supports CS Management team with development of team coaching to strengthen team performance

Be responsible for own personal development and actively seek opportunities for improvement through internal and external sources.

Understands escalation process and communicates issues when appropriate.

Communicates effectively with team members

Miscellaneous

• Understanding of all KPI’s and how team standards impact productivity. Adhere to all current policy and procedure laid out by Finisterre.
• Bring our values to life.
• Display’s affinity and understanding of the Finisterre brand, values and product
• Demonstrates their passion for the brand by living and breathing the values daily

What You’ll Bring To Finisterre

• Previous experience in a customer focused role, along with a genuine passion and strong understanding of exceptional customer service
• Previous experience with ecommerce platforms, CRM and ERP systems. Experience with Shopify, Global-e, Narvar, Gorgias, or Netsuite is beneficial, but not essential.
• Competent and confident using Microsoft Office packages
• A strong commitment to learning about the key skills, deliverables and challenges of customer service, and to delivering continuous improvement
• Willingness to own and drive your personal development plan, and open to asking for and accepting feedback on performance
• You are a people person. You genuinely like talking to others, are outgoing and approachable. You bring a sense of fun, enthusiasm and passion to everything you do and work well on your own and as part of a team.
• Knowledge of and adherence to all the company’s policies, procedures and BCorp certification standards
• Passion, energy and aspiration in line with Finisterre values, products, brand and customers. Commitment to inclusivity and social and environmental sustainability
• Excellent interpersonal skills and ability to work in a team
• Thrives on positive change and able to manage self under pressure

Important: The successful candidate must, by the start of their employment, have permission to work in the UK. Please note that Finisterre are not licensed to sponsor overseas workers.

What You’ll Receive From Finisterre

We are offering a full times, permanent contract, based remotely in the UK. We’ll invest in you with a competitive salary of £27,500, depending on your skills and experience.

But It’s Not Just a Job. At Finisterre, We Provide An Opportunity To Grow And Develop Yourself Within At a Fast-paced, Growing B Corp Certified Brand With a Great Culture And An Exciting Purpose. You’ll Get The Chance To Collaborate With a Diverse Community Of People With a Shared Mission. In Return, We Take Good Care Of You Through a Range Of Initiatives And Rewards, Including

• 25 days holiday per year, plus up to 8 UK bank holidays (pro rata for pat time employees)
• Additional holidays for length of service
• Your birthday day off
• Up to 3 days of paid volunteering – we will support you in giving back to communities and causes
• A discretionary bonus scheme, based on company performance
• A pension scheme with Nest
• 60% product discount for personal and gift use
• 30% Friends and Family product discount
• Enhanced Family Leave policies to support you in growing your family
• Life assurance with access to an online wellbeing platform which includes, an employee assistance program, virtual GP appointments, digital gym, and a range of perks
• Access to a range of wellbeing resources, including counselling services, cycle to work, eye tests, and wellbeing activities
• Regular company and team social events
• Various discounts from our B Corp community
• Access our online Learning Library and company-wide training sessions delivered by both internal and external trainers to support you in your ongoing development.
• An hour to spend in or by the sea every Tuesday followed by Sea Tuesday companywide meeting
• And so much more!

Closing date: 31st May 2026. We’ll be interviewing as we go along, so we’d encourage you to submit your application at the earliest opportunity, as the role may close earlier than advertised.

Finisterre is committed to building diverse and inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.