Customer Experience Lead

JR United Kingdom; Crawley; On-site; GBP 32,000 - 38,000; Full time

Job summary

A growing sports and nutrition company in Crawley is seeking a Customer Experience Lead to manage a premier customer support function. This role involves developing key processes, monitoring metrics, and working closely with various teams to enhance customer experiences. Candidates should be passionate about health and fitness and have solid experience in customer support, ideally within an e-commerce context.

Benefits

Bonus

Benefits

Qualifications

• Experience in customer support, preferably e-commerce.

Responsibilities

• Overseeing customer service systems and KPIs.
• Implementing and managing the support platform.
• Recruit, onboard, and train support agents.

Skills

Customer-focused

Analytical mindset

Passion for health and fitness

Tools

Gorgias

Job description

Social network you want to login/join with:

Customer Experience Lead, Crawley, West Sussex

Client: Vertical Advantage

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

Job Description:

Join a growing sports and nutrition company as a Customer Experience Lead, responsible for creating and managing a first-class customer support function.

Responsibilities include:

• Overseeing customer service systems and KPIs
• Implementing and managing the support platform (Gorgias)
• Developing FAQs, macros, and escalation procedures
• Monitoring customer service metrics
• Creating self-service tools to reduce support volume
• Collaborating with Operations, Warehouse, and Sales teams
• Analyzing customer interactions for insights

Serve as the main contact point for athletes, assisting with onboarding, feedback, and campaign support. Recruit, onboard, and train support agents as the team grows.

Ideal candidate:

• Passionate about health and fitness
• Experience in customer support, preferably e-commerce
• Customer-focused with an analytical mindset

Salary: £32,500 plus bonus and benefits.

Location: West Sussex

If you're ready for this new challenge, apply now!