Customer Services Executive

We’re looking for a proactive, people-focused Customer Services Executive to join our growing Customer Services team.

This is an entry-level role at the heart of how athletes and fans experience the Triathlon World Tour. You’ll be one of the first points of contact for customer queries across our events and our membership proposition, helping people with everything from registrations, entries and event information to account and membership questions.

We’re building a modern, AI-supported customer service function. You’ll work alongside AI tools that sort and draft replies, using your judgement to make sure every response is accurate, helpful and on-brand, and helping those tools get better over time. That frees you to spend more time on the conversations that matter most: solving complex problems, keeping athletes racing with us and helping members get more from their membership.

You’ll work closely with our event-based Athlete Services team, as well as Event Operations, Marketing, CRM, Membership and Digital Product teams acting as the voice of the customer across the business.

This is a great opportunity for someone early in their career who enjoys helping people, is curious about technology and data, and wants to grow with a fast-moving business.

Reporting to our Customer Services Manager, this role is based at our London HQ.

Key Role Responsibilities

Customer Support

• Respond to athlete, fan and member queries by email, and through new channels such as AI-supported live chat as they launch.
• Provide clear, friendly and accurate information on registrations, entries, events, accounts and membership.
• Take ownership of queries from first contact through to resolution, escalating complex issues to the right internal teams.
• Manage entry changes such as deferrals, transfers, cancellations and refunds in line with our policies.
• Ensure customers receive timely updates and a consistently positive experience.

Working with AI tools

• Review, edit and approve AI-drafted replies, judging when a draft is right and when a case needs a more personal response.
• Apply and correct query labels as you work, so that classification and reporting stay accurate.
• Flag AI responses that are wrong or out of date, and help keep the team’s knowledge base and response library current.
• Help test and improve new tools and channels, such as AI chat, as they are introduced.

Membership, Retention, and Growth

• Support members with joining, renewals, benefits and account questions.
• Use customer data and history to spot opportunities to keep athletes engaged, for example offering suitable alternatives when someone asks to cancel or defer.
• Encourage wider use of membership benefits and identify relevant upgrade or upsell opportunities, within agreed guidelines.
• Look for surprise-and-delight moments that build loyalty to our events and community.

Insight and Continuous Improvement

• Track and report on query volumes, recurring issues, resolution times and customer satisfaction.
• Identify the root causes of recurring queries and turn them into improvements to FAQs, help-centre content, website pages and self-serve tools.
• Feed back to the CRM team on transactional and automated emails, so customers get the right information before they need to ask.
• Share customer feedback and emerging issues with Product / Tech and other teams, acting as the voice of the customer in product development and launch planning.
• Build a strong understanding of our events, registration journeys and membership proposition.
• Work closely with our event-based Athlete Services team to keep race information consistent across online and on-site channels, and to hand over race-specific questions where appropriate.
• Support customer service activity during peak periods, such as entry launches and race weeks.
• Occasionally travel to events to support athletes and experience the customer journey first-hand.

Who We’re Looking For

• Past experience in customer service, customer success, participant support, hospitality or a similar customer-facing environment.
• Excellent written communication: clear, warm and accurate, with a good ear for tone.
• Friendly, professional and confident with customers, including in difficult or time-sensitive conversations.
• Good judgement: knows when a standard answer works and when a case needs more care.
• Comfortable using new technology, including AI tools, and curious about how to get the best from them.
• Comfortable with data, such as spreadsheets and dashboards, and able to spot trends and patterns.
• Commercial awareness: understands the link between great service, retention and revenue.
• Highly organised, with strong attention to detail and the ability to manage multiple queries and priorities.
• Proactive and willing to take ownership of problems through to resolution.
• Collaborative and happy working across different teams.
• Positive attitude and willingness to get involved in a fast-moving environment.
• Willing to travel occasionally and to work flexibly during peak periods.
• An interest in sport, triathlon, membership or customer experience would be advantageous.
• The opportunity to change the sport of triathlon and build something you can be really proud of.
• Flat working environment and a get-things-done company culture.
• Private health insurance through Vitality, including wellness benefits and more.
• 25 days holiday + Christmas break.
• Flexible Working Structure.
• Enhanced parental leave.
• Company share option scheme to drive ownership ability and allow financial participation in company success.
• Complimentary / discounted T100 event entries for employees, friends and family.
• Free snacks, drinks, gym classes, open water swim credits and more.

The PTO Values: The EDGE we seek

• Entrepreneur at Heart: A ‘Doer’ who thinks and acts like a founder, driving impact and pushing boundaries to achieve key results. You like getting ‘stuck in’ and making sure that great ideas come to life and deliver real change.
• Dynamic Innovator: An adaptable individual who thrives in fast paced environments, seeking new opportunities to drive progress.
• Growth Mindset: Embraces challenges as opportunities, bouncing back stronger from every setback. There is nothing you can’t do if you apply yourself fully.
• Equality of voice: A. Team. Player. Able to inspire and motivate others, bringing energy, innovation, and a can-do attitude to our startup environment.

Inclusive Employer

Here at PTO we are committed to fostering a diverse and inclusive work environment. We believe that diversity of thought, background, and experience, enhances creativity, innovation, and a more dynamic working environment that delivers better results.

We’re an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion, or belief. We are committed to providing a workplace free from discrimination and fostering an inclusive culture where all employees are respected and valued.

Join our team at PTO, where your unique perspectives and contributions will be celebrated, and your career can thrive in an inclusive and supportive environment. We look forward to welcoming you to our dynamic team.

The Professional Triathletes Organisation (PTO) an entity co-owned by professional athletes, seeking to take the sport to the next level. Our mission is simple:

To celebrate the sport of triathlon.

We want to showcase the passion, talents, determination, struggles and achievements of the world’s ultimate athletes who compete at the highest levels of the sport to inspire all to join and grow this community we love.

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