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 Service Specialist 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!