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For Companies At a Glance
- Tasks: Lead customer support, optimise processes, and enhance athlete experiences.
- Company: STYRKR is a dynamic sports nutrition brand for athletes, focused on community and innovation.
- Benefits: Enjoy flexible hybrid working, competitive salary, and performance bonuses.
- Why this job: Join a fast-paced environment where your ideas matter and you can make a real impact.
- Qualifications: 3+ years in customer support, experience with tools like Gorgias, and strong communication skills.
- Other info: Ideal for those passionate about endurance sports and eager to grow in a start-up culture.
The predicted salary is between 36000 - 60000 £ per year.
About STYRKR
STYRKR is a fast-growing endurance sports nutrition brand built to fuel cyclists, runners, and athletes who go the distance. Backed by science and driven by community, we’re expanding globally and delivering best-in-class experiences across every touchpoint is a huge part of our mission.
We’re now looking for a Customer Experience Lead to build and own a world-class support function, one that not only resolves problems but strengthens our brand with every interaction. This role blends day-to-day support leadership with longer-term strategy. You’ll manage platforms, processes, and people while also owning support for our athlete network (from pros to ambassadors). If you’re proactive, operationally sharp, and obsessed with customer care, this role is for you.
What You’ll Be Responsible For
- Customer Support Systems & Strategy
- Set up and manage our support platform (e.g. Gorgias) from the ground up.
- Create and maintain helpdesk macros, tagging systems, routing flows, and templates.
- Build and maintain an FAQ/Help Centre for fast self-service support.
- Own key CS metrics: ticket volume, resolution time, CSAT, comp rates, etc.
- Spot patterns and pain points feeding insights into NPD, ops, and web/UX teams.
- Prepare weekly/monthly reports to show performance, improvements, and areas to focus on.
- Process Optimisation & Agent Management
- Map and refine escalation paths, SLAs, and internal handovers.
- Liaise with Warehouse, Ops, and Sales to solve product, delivery, and order issues quickly.
- Reduce inbound volume by improving front-end clarity and post-purchase experience.
- Recruit, onboard, and train additional support agents as the brand scales.
- Define what “gold standard” support looks like and embed that into every response.
- Athlete Support & Experience
- Act as the day-to-day contact for athlete support from elite pros to grassroots ambassadors.
- Coordinate product orders, seeding, race-day kits, and creative sampling.
- Manage inbound athlete comms and fueling queries in collaboration with marketing and operations.
- Assist with onboarding new athletes and tracking requests, feedback, and campaign deliverables.
- Ensure STYRKR delivers the same high standards to our athlete community as we do to our customers.
What You’ll Bring
- 3+ years of experience in customer support (ideally within D2C/eCommerce).
- Experience with modern support tools like Gorgias, Zendesk, or similar.
- Comfortable building systems, SOPs, and self-serve content from scratch.
- A strong, clear communicator with a sharp eye for tone of voice.
- Analytical mindset you can dig into the data and act on what it’s telling you.
- Highly organised, self-driven, and able to lead with calm in fast-paced situations.
- Passion for endurance sport or a keen understanding of the athlete's mindset is a plus.
Why Join STYRKR?
- Skill Development: Work across a range of exciting projects and grow fast.
- Mentorship & Ownership: Lead your function and shape how customer experience is done.
- Start-Up Energy: A high-growth, agile environment where your ideas move the needle.
- Cross-Team Visibility: Collaborate across eComm, ops, production, and marketing.
- Strong Culture: Sociable, driven, and constantly raising the bar.
What You’ll Get:
- Competitive salary + performance-based bonus.
- Flexible hybrid working (HQ based near Gatwick).
- Key role with real strategic impact.
- Exposure across D2C, B2B, athlete partnerships, and operations.
- A high-ownership environment for ambitious, action-oriented talent.
- Clear path for career progression as the brand scales.
How to Apply
Sounds like your kind of challenge? Send us your CV and a short intro outlining your fit for the role. We’re hiring now.
Contact Detail:
Styrkr® Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Familiarise yourself with customer support tools like Gorgias or Zendesk, as these are crucial for the role. Consider taking online courses or tutorials to get hands-on experience with these platforms.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to improve customer service in previous roles. Be ready to discuss specific metrics and outcomes during your interview.
✨Tip Number 3
Demonstrate your passion for endurance sports by sharing personal experiences or insights related to the athlete community. This will help you connect with the brand's mission and values.
✨Tip Number 4
Prepare to discuss your leadership style and how you would manage a team in a fast-paced environment. Think about examples where you've successfully led a team or project to enhance customer experience.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially within D2C or eCommerce. Emphasise any familiarity with tools like Gorgias or Zendesk, and showcase your ability to build systems and processes.
Craft a Compelling Intro: In your introductory message, clearly outline why you are a great fit for the Customer Experience Lead role. Mention your passion for endurance sports and how your skills align with STYRKR's mission to enhance customer experiences.
Showcase Analytical Skills: Demonstrate your analytical mindset by providing examples of how you've used data to improve customer support metrics in previous roles. This could include ticket resolution times or customer satisfaction scores.
Highlight Leadership Experience: If you have experience managing teams or training new staff, make sure to highlight this. STYRKR is looking for someone who can lead and shape their customer support function, so any relevant leadership experience will be beneficial.
How to prepare for a job interview at Styrkr®
✨Show Your Passion for Customer Care
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this aligns perfectly with the company's mission to strengthen their brand through every interaction.
✨Demonstrate Your Analytical Skills
Since the role involves owning key customer support metrics, be prepared to discuss how you've used data to improve processes in past positions. Bring examples of how you've identified patterns or pain points and implemented changes that led to better customer experiences.
✨Familiarise Yourself with Support Tools
Research modern customer support tools like Gorgias or Zendesk before the interview. Being knowledgeable about these platforms will show that you're ready to hit the ground running and can effectively manage the support systems they use.
✨Prepare for Scenario-Based Questions
Expect to answer scenario-based questions that assess your problem-solving abilities and leadership skills. Think of situations where you had to manage a team or resolve a complex customer issue, and be ready to explain your thought process and the outcomes.
