Customer Service Lead

Role: Customer Experience Lead

Function: Customer Support

Reports to: Operations Director

Location: Gatwick Head Office (Crawley)

Join our team at STYRKR, a leading endurance sports nutrition brand on the fast track to success! We're in search of driven, like-minded individuals who are hungry to learn and ready to advance their careers with us. But we don't stop at being a great employer. We're also dedicated to providing the best possible experience for our valued customers. Join us in shaping both your career and the journey of those who rely on our products.

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
• Hire and train support agents as demand grows

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

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

The benefits of working at the STYRKR:

• Skill Development: Build your skills and be part of a growing team. Our diverse range of projects ensures that no two days are the same, offering opportunities to broaden your skill set at every turn. We’re committed to supporting the development and evolution of our team members, helping you achieve your personal goals.
• Ongoing Mentorship: Receive continuous mentoring from experienced leaders to guide your growth.
• Start-up Sensibility: Work in a rapidly growing start-up environment, where your contributions have a direct impact on how we shape our future.
• Agility & Competitive Advantage: As a vertically integrated company, we’re agile and positioned for success in the marketplace.
• Sociable & Driven Environment: We foster a sociable, energetic, and growth-oriented culture that motivates everyone to reach their potential.

Company Benefits:

• Casual dress code
• Company events
• On-site parking
• Staff discount
• Staff pension
• 20 days holiday plus bank holidays
• Discounts and benefits to many high street stores and more +1 additional holiday day for every year of service

Schedule: Office-based: Monday to Friday 09:00 – 17:30

The SIMPLE COMPANY is committed to creating a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyone’s voices are heard. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.

Due to the evolving nature of the business, the job holder may be required to carry out duties that are not detailed within this job description.