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- Tasks: Lead customer support, streamline systems, and enhance communication with athletes.
- Company: Join STYRKR, a dynamic brand in endurance sports nutrition, committed to customer experience.
- Benefits: Enjoy skill development, ongoing mentorship, casual dress code, and staff discounts.
- Why this job: Shape your career in a sociable, energetic environment while making a real impact.
- Qualifications: 3+ years in customer support, strong communication skills, and an analytical mindset required.
- Other info: Office-based role with a Monday to Friday schedule and a commitment to diversity.
The predicted salary is between 28800 - 43200 £ per year.
Join our team at STYRKR, a leading endurance sports nutrition brand on the fast track to success! We are 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 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
- 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
- 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
- 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.
- 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.
Customer Service Lead employer: Career Wallet
Contact Detail:
Career Wallet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Familiarise yourself with the endurance sports nutrition industry. Understanding the products and the customer base will help you connect better with potential customers and athletes, showcasing your passion for the brand.
✨Tip Number 2
Highlight your experience with customer support tools like Gorgias or Zendesk during your conversations. Being able to discuss specific features or how you've used these platforms effectively can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss metrics and data analysis in your interviews. Show that you can track and interpret customer service metrics, as this role requires a strong analytical mindset to improve performance.
✨Tip Number 4
Demonstrate your organisational skills by sharing examples of how you've streamlined processes in previous roles. This will resonate well with the company's focus on building efficient customer support systems.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Experience Lead position at STYRKR. Understand the key responsibilities and requirements, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience in customer support, especially in e-commerce. Emphasise your familiarity with tools like Zendesk or Gorgias, and showcase any metrics or achievements that demonstrate your impact in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and endurance sports nutrition. Use specific examples from your past experiences to illustrate how you can contribute to building a world-class customer support function at STYRKR.
Showcase Your Analytical Skills: Since the role requires an analytical mindset, include examples in your application that demonstrate your ability to analyse data and spot trends. This could be through previous roles where you improved customer service metrics or streamlined processes.
How to prepare for a job interview at Career Wallet
✨Know the Company and Its Values
Before your interview, take some time to research STYRKR and understand its mission and values. Familiarise yourself with their products and customer service philosophy, as this will help you align your answers with what they stand for.
✨Demonstrate Your Customer-Centric Approach
As a Customer Experience Lead, showcasing your passion for customer service is crucial. Prepare examples from your past experiences where you went above and beyond for customers, highlighting your proactive and organised nature.
✨Be Ready to Discuss Metrics
Since the role involves tracking customer service metrics, be prepared to discuss how you've used data in previous roles. Think of specific examples where you analysed trends or improved performance based on metrics like response time or customer satisfaction.
✨Showcase Your Communication Skills
Strong communication is key for this position. Practice articulating your thoughts clearly and confidently. You might also want to prepare for questions about how you would handle difficult customer interactions, demonstrating your ability to maintain a positive tone.
