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- Tasks: Lead and develop a team of Customer Support Agents while resolving complex customer issues.
- Company: Join Gymshark, a dynamic and inclusive company that values its people.
- Benefits: Enjoy a performance-based bonus, funded healthcare, and 25 days holiday plus your birthday off.
- Other info: Flexible benefits and excellent career growth opportunities await you!
- Why this job: Make a real impact by shaping customer experiences and leading a motivated team.
- Qualifications: 2+ years in a management role with strong communication and problem-solving skills.
The predicted salary is between 35000 - 45000 £ per year.
As a UK Customer Support Senior Team Lead, you'll play a pivotal role in shaping the day-to-day experience of both our customers and our support agents. You'll lead from the front—coaching, mentoring, resolving escalations, and ensuring our teams consistently deliver outstanding service. You will be a trusted people manager who protects and champions our culture and values, keeps teams engaged and motivated, and drives performance through best‑practice operations and data‑led decision making. Operating with a high level of autonomy, you will make confident decisions while knowing when to collaborate with your manager for guidance. This is a 12-month FTC.
What you’ll be doing:
- Leading and developing a team of 5-10 Customer Support Agents, creating individual development plans and managing performance
- Acting as the first point of escalation for complex customer issues, complaints, and agent support needs
- Driving performance against KPIs through real-time coaching, feedback, and training
- Managing attendance, scheduling, overtime, holidays, and shift adjustments in line with policy and legislation
- Delivering expert real-time queue management, distributing agents across tools and systems to meet demand
- Hosting daily start-of-shift huddles and leading weekly team meetings
- Monitoring agent adherence, productivity, and engagement using dashboards and performance data
- Supporting high-volume periods by jumping into queues when needed
- Collaborating with Team Leads and Managers across locations to ensure seamless shift handovers and consistent service
- Standing in for the Customer Support Manager when required
- Using data and insights to identify trends, resolve issues, and drive continuous improvement in the customer journey
- Presenting and speaking confidently about team performance and results
What you’ll need:
Essential Criteria:
- 2+ years’ experience as a Manager, Supervisor, or Team Leader
- Experience in a fast-paced, customer-facing environment
- Strong background in complaint handling and escalations
- Proven performance management experience
- Excellent written and verbal communication skills
- Confidence using CRM systems and learning new tools quickly
- A proactive, solution-focused mindset with strong problem-solving skills
- Ability to build trusted relationships and inspire high performance
Desirable:
- Experience leading large teams across varied shift patterns
- Strong understanding of data analysis and performance metrics
- Coaching and mentoring experience
Benefits:
- Performance-based Bonus opportunity
- Funded Healthcare benefit
- 25 days holiday, additional day for your birthday & Bank Holidays
- Contributory Employer pension scheme
- Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
- Gymshark Employee Discount & long service awards
- Access to High Street cashback and discounts
- Financial, Physical and Mental Wellbeing Support
- Enhanced Family Leave package
- Life Assurance
- Office location specific benefits – IQ Gym Membership to The Lifting Club (LC), Onsite lunch provision & coffee bars, EV charge points available
- Office location specific benefits – LDN Funded multi-site fitness membership
Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.
Customer Support Team Lead - FTC employer: Gymshark
Contact Detail:
Gymshark Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Lead - FTC
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Gymshark's values and mission. This will help you connect with the team and show that you're not just another candidate, but someone who truly fits in.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved a tough situation. We want to hear how you’ve made a difference, so be ready to share those experiences confidently.
✨Tip Number 3
Show off your data skills! Since this role involves using performance metrics, be prepared to discuss how you've used data to drive improvements in past roles. It’ll demonstrate your analytical mindset and problem-solving abilities.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or future projects. This shows your genuine interest and helps us see how you think on your feet.
We think you need these skills to ace Customer Support Team Lead - FTC
Some tips for your application 🫡
Show Off Your Leadership Skills: Make sure to highlight your experience in managing teams and handling escalations. We want to see how you've led others to success, so share specific examples that demonstrate your coaching and mentoring abilities.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while showcasing your communication skills.
Tailor Your Application: Don’t just send a generic application! Take the time to align your experience with the job description. We love seeing how your background fits with our values and the role of Customer Support Team Lead.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Gymshark
✨Know Your Team Dynamics
Before the interview, take some time to understand the dynamics of a customer support team. Think about how you would lead a team of 5-10 agents, and be ready to discuss your approach to coaching and mentoring. This will show that you’re not just a manager but a leader who cares about team development.
✨Prepare for Escalation Scenarios
Given the role involves handling escalations, prepare specific examples from your past experience where you successfully resolved complex customer issues. Be ready to explain your thought process and the steps you took to ensure customer satisfaction while supporting your team.
✨Showcase Your Data Skills
Since the job requires using data to drive performance, brush up on your understanding of performance metrics and data analysis. Be prepared to discuss how you’ve used data in previous roles to identify trends and improve service delivery. This will demonstrate your analytical mindset.
✨Engage with Company Culture
Research Gymshark’s culture and values before the interview. Think about how your personal values align with theirs and be ready to share how you would champion their culture within your team. This will help you stand out as a candidate who fits well within their environment.