Position Overview We are seeking a highly motivated Customer Experience Supervisor to lead our frontline support team in delivering exceptional, brand-aligned service. Reporting directly to the Head of Community, you will drive daily operational excellence, elevate customer satisfaction and champion retention within our fast-paced environment. Key Responsibilities: Team Leadership & Development: Lead, mentor, and performance-manage a team of support agents (HQ & Offshore). Foster a high-performance culture focused on empathy, brand advocacy, and continuous improvement. Conduct regular coaching, 1:1s, and feedback sessions to develop team skills and career growth. Manage staffing, scheduling, and resource allocation for peak periods (e.g. Black Friday and key launches) and organise training materials. Operational Excellence & Service Delivery: Execute customer support strategies defined by the Head of Community, ensuring seamless service delivery. Oversee daily operations, guaranteeing prompt, accurate, and empathetic resolution across all channels (using Zendesk, Shopify, Loop). Personally handle and resolve complex/escalated customer issues, ensuring brand voice consistency ("REPRESENT tone"). Implement and refine workflows to enhance efficiency, quality, and scalability. Customer Insight & Performance Management: Monitor, analyze, and report on key performance indicators (KPIs): ART (Average Resolution Time), CSAT, and individual/team productivity. Identify trends in customer feedback, inquiries, and escalations; propose and implement corrective actions. Proactively flag potential operational risks (logistics, warehouse, systems) impacting CX and collaborate on solutions. Cross-Functional Collaboration: Partner closely with Operations, Logistics, Warehouse, and Product teams to resolve root-cause issues impacting customers. Share actionable customer insights with Marketing, Product, and Leadership to drive business improvements. Ensure CX processes align with broader business objectives set by the Head of CX. What You Bring: Experience: 3 years in customer service, including 1 years in a team lead or supervisory role within e-commerce or retail. Experience supporting inhouse and off short teams is highly desirable. Industry Passion: Genuine connection to fashion, streetwear culture, and a strong understanding of the REPRESENT brand identity. Operational Acumen: Solid grasp of e-commerce operations, logistics, and warehouse processes. Tech Proficiency: Expertise with Zendesk (or similar), Shopify, Loop, and CRM/CMS platforms. Communication: Exceptional written and verbal communication skills; adept at coaching, conflict resolution, and delivering feedback. Problem-Solving: Proven ability to de-escalate complex situations, solve problems decisively, and implement effective solutions. Analytical Mindset: Comfortable using data (KPIs, CSAT, feedback) to diagnose issues, measure success, and drive improvements. Resilience & Adaptability: Thrives in a fast-paced, scaling environment; maintains composure and team morale under pressure. Benefits (HQ) 25 x days holiday per year Company bonus scheme Staff discount £1,000 annual company gift card On site gym with dedicated personal trainers Electric vehicle scheme Pension & life assurance Private medical insurance Working Pattern (HQ) 4 days in office 1 day WFH Location HQ – Unit 1, Northgate Close, Horwich, Bolton, BL6 6PQ