👤 Customer Experience Lead – Job Specification
Job Title: Customer Experience Lead
Location: Hybrid (3 days Office / 2 days WFH)
Reports To: Operations Director
🎯 Role Summary
As STYRKR continues to scale, we’re looking for a Customer Experience Lead to build and own a world-class customer support function. You'll set the standards for how we communicate with customers and athletes, streamline our support systems, and turn every touchpoint into a brand-building moment.
🔧 Responsibilities
* Own all customer service systems and performance metrics
* Implement and manage a customer support platform (e.g., Gorgias)
* Create and maintain macros, FAQ content, and escalation processes
* Track CS metrics: ticket volume, response time, resolution time, CSAT, and comp cost
* Build self-service resources to reduce ticket volume
* Liaise with Ops, Warehouse and Sales teams for resolution support
* Provide insights from customer and ticket trends to inform NPD, delivery, and UX
* Manage athlete support:
* Be the primary liaison between STYRKR and athletes (pro, ambassador, or grassroots)
* Coordinate product shipments, samples, and creative needs
* Support athlete onboarding and fueling strategy requests
* Work with marketing to manage athlete content, feedback, and activation
* Hire and train support agents as demand grows
✅ Requirements
* 3+ years in customer support (ideally e-commerce)
* Experience with tools like Zendesk, Gorgias, or similar
* Strong communicator with a sharp eye for tone of voice
* Analytical mindset: able to dig into data and spot trends
* Organised, proactive, and customer-obsessed