About REP: REP designs world-class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300,000 square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200 fitness enthusiasts, our vision is to be the 1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart. We believe in building a culture centered around fitness, so we specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities. Our dedication to excellence has been recognized multiple times when we were featured in the Inc. 5000 fastest growing private companies in 2018 and 2021 and then voted the best home strength product launch in 2022 by Garage Gym Experiment. Our team works out together, and we regularly invite fitness superstars to join us. We organize fun challenges to test our limits - and the limits of our equipment. At REP, we continue to grow and bring new opportunities for those who want to be a part of a winning team. We firmly believe that being surrounded by like-minded individuals fuels creative energy and fosters a fun and collaborative work environment. Our Core Values: Think Like a Customer - We empathize with our customers; understand the ' why' behind every decision we make Progress not Perfection - We don't let perfect get in the way of good ; we are better today than we were yesterday Positive Attitude - Be a glass half-full kind of person and remember to have fun Teamwork without Ego - We put the team above ourselves; we only win together Take Initiative - We drive momentum; if there is an opportunity to make us better, we want to hear it About this role: Reporting to the UK Customer Service Director, you'll play a pivotal role in launching and managing the Customer Service Desk for REP Fitness EU. With the business in start-up mode, you'll help shape the customer service culture and define operational best practices. This is a fantastic opportunity for someone eager to make a tangible impact from day one. You'll be the frontline ambassador for our brand, providing exceptional service to our customers through phone, chat, and email. You'll be responsible for fielding a broad range of product questions, troubleshooting issues, and ensuring that our customers have a positive, seamless experience with your team. In this role you're a utility player, embodying your versatility, adaptability, & shared passion for fitness while helping our customers throughout their home gym journey. This is an office based role, 5 days on site. Core hours: Monday-Friday, 08:30 to 16:30.. As the CS department grows, operational hours may expand. Essential functions: include the following. Other duties may be assigned. Deliver world-class customer service primarily through email, chat, and phone, with empathy, efficiency, and professionalism. Develop optimized customer service procedures, policies and standards. A premium service for a premium product. Oversight of daily functions and the orchestration of strategies to enhance customer satisfaction and operational efficiency Act as a liaison between customer service representatives (CSR's) and departmental management Translating the company's vision into actionable tasks while addressing both employee (EX) and customer (CX) concerns. Lead, coach, and develop a high-performing team that embodies REP's values and professionalism. Identify cost-saving opportunities and drive operational efficiency Take ownership of customer query escalations, turning negatives into positives Maintain and report accurate and detailed records of customer interactions using internal tools and systems Embrace ambiguity and adapt to evolving policies, products, and processes with a flexible and positive attitude.Proactively seek out learning opportunities, feedback, and training to continuously grow and improve skills. Demonstrate curiosity, initiative, and a desire to go above and beyond in creating meaningful experiences for customers. What you will bring: We're looking for someone who's passionate about supporting customers and brings a strong mix of hands-on skills, curiosity, and collaboration. To thrive in this role, you'll bring: 5 years' experience in Customer Service leadership, including team and resource management during peak periods. Proven experience managing omni-channel Customer operations. Familiarity with customer service tools (like Kustomer, Zendesk, or Salesforce), and comfort navigating between multiple systems, such as Shopify or NetSuite. MS Office proficiency and the ability to learn new systems. Effective communication skills are paramount as the supervisor must not only manage and motivate the team but also ensure that customer interactions are consistently handled with professionalism and empathy Adaptability, critical thinking, and problem-solving abilities are also essential, enabling the supervisor to address unexpected challenges and implement continuous improvement initiatives A track record of contributing to strategic projects and leading change. Excellent communication, negotiation, and interpersonal skills. Strong analytical and decision-making capabilities. Ability to write and maintain SOPs and Customer Service standards. Comfortable working in a fast-paced, evolving environment as part of a start-up operation What's in it for you: Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that's centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment. We offer an exceptional compensation package which includes: Compensation base range: $£37K to £45K per annum Perks: Participation in our global bonus program 25 days annual leave (excluding public holidays) 5% pension contribution Private healthcare options Weekly team workouts & company-sponsored events Staff discounts on REP equipment and apparel The final word: REP Europe is a once-in-a-career opportunity. We're backed by a $170M US business with world-class products, a loyal customer base, and the capital to grow fast - but in Europe, we're still at the starting line. With everything to build, you'll be interacting with our customers, and experiencing for yourself the positions you'll help to define before going on to recruit and develop our CS Team(s). We're building a high-performance sports team that happens to run a business. That means no passengers, no silos, no bureaucracy - just a group of ambitious, driven people who want to make REP the number one strength brand in the world. If you want to be part of the team that makes that happen - and you have the skill, resilience, and ambition to match - then this is your shot. REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.