Customer Experience Lead

Vertical Advantage; England; Hybrid; GBP 32,000 - 38,000; Full time

Job summary

A growing sports and nutrition company is seeking a Customer Experience Lead to establish a top-notch customer support function. This role involves overseeing customer service systems, managing support platforms, and collaborating with various teams to enhance customer experience. If you are passionate about health and fitness and have experience in customer support, this could be your next challenge!

Benefits

Bonus

Benefits

Qualifications

• Experience in customer support, ideally in e-commerce.

Responsibilities

• Oversee customer service systems and key performance indicators.
• Develop and maintain macros, FAQ documentation, and escalation procedures.
• Manage athlete support programs and coordinate product deliveries.

Skills

Customer focused

Analytical mindset

Passionate for health and fitness

Tools

Gorgias

Job description

Fancy joining a scaling company in a newly created role?

Our client is a growing sports and nutrition company who is looking for a Customer Experience Lead to create and take ownership of a 1st class customer support function.

What does this role involve?

• Oversee all customer service systems and key performance indicators
• Help implement and manage the customer support platform (Gorgias)
• Develop and maintain macros, FAQ documentation, and escalation procedures
• Monitor and report on key customer service metrics, including ticket volume, response time, resolution time, CSAT, and compensation costs
• Create and enhance self-service tools to help reduce incoming support volume
• Collaborate with Operations, Warehouse, and Sales teams to resolve customer issues efficiently
• Analyse customer interactions and support trends to provide insights for new product development, delivery improvements, and user experience enhancements
• Manage athlete support programs:

Serve as the main point of contact between the business and athletes

• Coordinate product deliveries, sample distribution
• Assist with athlete onboarding and fuelling strategy inquiries
• Partner with the marketing team to oversee athlete content, gather feedback, and support campaign activations
• Recruit, onboard, and train customer support agents as the team scales

Could you be a good fit?

• Passionate for health and fitness
• Experience in customer support (ideally ecom)
• Customer focused with a analytical mindset

£32,500 + bonus and benefits.

West Sussex

Hybrid working

Fancy taking on this brand new challenge? Apply now!