Customer Service Lead

JR United Kingdom; Crawley; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Customer Experience Lead to develop a world-class customer support function. You will set standards for communication, streamline support systems, and enhance customer interactions, ensuring every touchpoint builds the brand.

Qualifications

• 3+ years in customer support, ideally e-commerce.
• Strong communicator with a sharp eye for tone of voice.

Responsibilities

• Own all customer service systems and performance metrics.
• Implement and manage a customer support platform.
• Provide insights from customer and ticket trends.

Skills

Communication

Analytical Mindset

Organization

Tools

Zendesk

Gorgias

Job description

Customer Experience Lead – Job Specification

Job Title: Customer Experience Lead

Location: Hybrid (3 days Office / 2 days WFH)

Reports To: Operations Director

Role Summary

As STYRKR continues to scale, we’re looking for a Customer Experience Lead to build and own a world-class customer support function. You'll set the standards for how we communicate with customers and athletes, streamline our support systems, and turn every touchpoint into a brand-building moment.

Responsibilities

1. Own all customer service systems and performance metrics
2. Implement and manage a customer support platform (e.g., Gorgias)
3. Create and maintain macros, FAQ content, and escalation processes
4. Track CS metrics: ticket volume, response time, resolution time, CSAT, and support costs
5. Build self-service resources to reduce ticket volume
6. Liaise with Operations, Warehouse, and Sales teams for resolution support
7. Provide insights from customer and ticket trends to inform NPD, delivery, and UX
8. Manage athlete support:
1. Be the primary liaison between STYRKR and athletes (pro, ambassador, or grassroots)
2. Coordinate product shipments, samples, and creative needs
3. Support athlete onboarding and fueling strategy requests
4. Work with marketing to manage athlete content, feedback, and activation
5. Hire and train support agents as demand grows

Requirements

• 3+ years in customer support (ideally e-commerce)
• Experience with tools like Zendesk, Gorgias, or similar
• Strong communicator with a sharp eye for tone of voice
• Analytical mindset: able to dig into data and spot trends
• Organized, proactive, and customer-obsessed