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
1. Coordinate product deliveries, sample distribution
2. Assist with athlete onboarding and fuelling strategy inquiries
3. Partner with the marketing team to oversee athlete content, gather feedback, and support campaign activations
4. Recruit, onboa...