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For Companies At a Glance
- Tasks: Lead customer support, streamline systems, and enhance communication with customers and athletes.
- Company: Join STYRKR, a growing brand focused on exceptional customer experiences.
- Benefits: Enjoy a hybrid work model with flexibility and opportunities for growth.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: 3+ years in customer support, preferably in e-commerce, with strong communication skills.
- Other info: You'll manage athlete relationships and contribute to product development insights.
The predicted salary is between 36000 - 60000 £ per year.
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 will 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
Customer Service Lead employer: Styrkr®
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 platforms like Gorgias or Zendesk. Understanding how these tools work will not only help you in the interview but also show that you're proactive and ready to hit the ground running.
✨Tip Number 2
Brush up on your analytical skills. Be prepared to discuss how you've used data to improve customer service metrics in your previous roles, as this is a key part of the Customer Experience Lead position.
✨Tip Number 3
Showcase your communication skills by preparing examples of how you've effectively managed customer interactions. Highlight any experience you have in creating FAQs or self-service resources, as this aligns with the responsibilities of the role.
✨Tip Number 4
Research STYRKR's brand and its community of athletes. Understanding their needs and how you can enhance their experience will demonstrate your commitment to the role and help you stand out during the selection process.
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 in e-commerce. Emphasise any roles where you've managed customer service systems or metrics, as this aligns with the responsibilities of the Customer Experience Lead.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how you can contribute to building a world-class support function. Mention specific tools you've used, like Zendesk or Gorgias, and provide examples of how you've improved customer experience in previous roles.
Showcase Analytical Skills: Since the role requires an analytical mindset, include examples in your application that demonstrate your ability to track and analyse customer service metrics. Highlight any experience you have with data analysis and how it has informed your decision-making.
Highlight Communication Skills: As a strong communicator is essential for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've successfully liaised with different teams or stakeholders in past positions.
How to prepare for a job interview at Styrkr®
✨Showcase Your Customer-Centric Mindset
Make sure to highlight your passion for customer service. Share specific examples of how you've gone above and beyond to enhance customer experiences in previous roles, especially in e-commerce.
✨Demonstrate Your Analytical Skills
Prepare to discuss how you've used data to improve customer support metrics in the past. Be ready to explain how you track and analyse ticket volume, response times, and customer satisfaction scores.
✨Familiarise Yourself with Relevant Tools
Since the role involves managing customer support platforms like Gorgias, brush up on your knowledge of these tools. If you have experience with similar software, be prepared to discuss how you utilised them effectively.
✨Communicate Clearly and Confidently
As a Customer Experience Lead, strong communication is key. Practice articulating your thoughts clearly and confidently, paying attention to your tone of voice, as this will reflect your ability to set standards for customer communication.
