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.

You'll be:

• 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, BigCommerce, 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 brand opportunities arise.

• Managing Documentation & Knowledge Systems

  • Maintaining clean, organized logs of issues, escalations, trends, SOP updates, and product‑specific questions.

  • Ensuring information is easily accessible to leadership and cross‑functional partners to support informed decision‑making.

You'll have:

• Proven experience leading and developing customer service or brand-facing teams, fostering a culture that reflects and protects a premium brand voice

• Experience building or scaling teams and establishing structured, customer-centric processes in evolving or high-growth environments

• Deep understanding of both retail and eCommerce customer journeys, with the ability to deliver a seamless, joyful brand experience across all touchpoints

• Strong cross-functional partnership experience, collaborating with Marketing, Wholesale, Operations, and global teams to ensure aligned and consistent brand messaging

• Strategic and solutions-oriented leader with exceptional communication skills, capable of translating customer insights into meaningful improvements that elevate the overall brand experience

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.

• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through VSP. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.

• 401(k) - Eligible for Safe Harbor 401(k) Plan with 100% employer match up to 5% and immediate vesting.

• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.

• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.

• Paid Parking & Building Amenities - Full-time parking space is provided and paid for by the company in the TractorWork’s covered ramp attached to the skyway. TractorWork’s offers several amenities for employees including an on site medical clinic and pharmacy, state of the art work out facility at no charge, both Bar La Grassa and Snack Bar are located in the building, Foodsby food delivery is available daily, and several great coffee shops, lunch spots and walking paths within minutes of our door, and excellent morning coffee served as you walk in the building at no charge.

• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Compensation:

• $55k - $60k

Jellycat Inc. is an Equal Opportunity Employer. We welcome applicants from all backgrounds and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to a fair, inclusive workplace where everyone can thrive.