Customer Service Team Manager - Working from Home

&##128100; Customer Experience Lead – Job Specification
Job Title: Customer Experience Lead
Location: Hybrid (3 days Office / 2 days WFH)
Reports To: Operations Director

&##127919; 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.

&##128295; 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