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