Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a remote customer support team and enhance service quality for cycling enthusiasts.
- Company: Join Rapha, a pioneering brand redefining cycling apparel and culture.
- Benefits: Enjoy 25 days leave, a clothing allowance, and a 50% staff discount.
- Why this job: Make a real impact in a dynamic environment while sharing your passion for cycling.
- Qualifications: Experience in customer support and strong communication skills are essential.
- Other info: Flexible working with opportunities for personal growth and team engagement.
The predicted salary is between 36000 - 60000 £ per year.
Rapha launched in 2004 to redefine cycling apparel. Today progressive design and storytelling has built a global movement. We love cycling in all its forms, from the city streets to the highest peaks. And we know its power to transform lives. Led by innovation, we embody this love through a dedication to the world's greatest sport, by setting a new standard in design and pushing the cutting edge of performance and human craft.
The Community Support Team Lead will contribute to this mission by providing hands-on day to day management for our in house team, working alongside our Operations & QA/Training function to drive performance through quality and productivity improvements. We are looking for someone with a people-first approach, who has good experience in working with remote teams and understands how to build team engagement through consistently positive communication and engaging feedback delivery. We have a hybrid team so require this person to have good experience working with outsourced teams, and the critical ability to use quick decision making to manage our channels and queues in real time.
Important Info: We are looking for people within commutable distance to London, comfortable visiting the office 1-2 days a month, with a working pattern that will include some weekend days and shifts will be between 8am-8pm. Training will be initially in person for at least a week in London w/c 9th March, please ensure you are able to cover this travel and accommodation cost as required. We are accepting applications until Wednesday 11th February.
Responsibilities
- Owning customer contacts via our case management tool Dixa and handling these with a focus on consistent quality in response - this will include email, chat and phone interactions.
- Offering enhanced tailored and brand focused service to customers and the RCC members using the Rapha tone of voice.
- Leading by example to the wider team (including our outsourced partners) and proactively provide feedback and continuous improvement opportunities.
- Ensuring we focus on surprise & delight moments for our customers - going that extra mile to turn an interaction around positively.
- Working alongside the Operations team to ensure swift root-cause analysis of customer friction drivers for returns, refunds and logistics.
- Be the subject matter expert across key points of contact, including repairs and our wide product offering.
- Responding to Trustpilot & Google reviews in a personalised way ensuring prospective customers are confident in Rapha’s commitment to its customers.
What’s Required for the Role
- Have good experience in a Customer Support/Service role in a similar business, including using Dixa, Zendesk or similar ticketing systems, and Admin tools.
- Be comfortable and productive working from home.
- Truly embody the Rapha company values and reflect these during interactions with our customers.
- Be flexible and agile with business needs - we are going through a period of transition and that at times means being comfortable with ambiguity and lots of change.
- Have strong written and verbal English skills, with positive communication and a willingness to give and receive feedback.
- Be able to demonstrate proactive and consistently helpful communication, whether with a colleague or customers.
- Be comfortable with suggesting change, including with automation suggestions to reduce manual tasks.
Working at Rapha
We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer:
- 25 days annual leave.
- 2 additional days paid time off to participate in a sportive or similar related cycling event.
- A flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle through our Getting Started Scheme.
- An annual clothing allowance of £1,120 for testing and promotional purpose.
- A company bonus scheme.
- A health cash plan provided by Healthshield worth up to £1405 per year.
- Mental health support with MyndUp.
- Bike racing expenses up to £35 per race entry.
- A 50% staff discount and a discount for family and friends.
- Industry discounts on brands such as Patagonia, Osprey, Finisterre, Wahoo.
- Free membership to the Rapha Cycling Club.
- Cycle2Work scheme.
- Company Pension Scheme.
- Enhanced Parental Leave and Pay.
Community Support Team Lead (UK Hybrid) Customer Service · Remote/Service Course in London employer: Rapha
Contact Detail:
Rapha Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community Support Team Lead (UK Hybrid) Customer Service · Remote/Service Course in London
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Rapha's values and mission. Show us how you embody that love for cycling and customer service in your own experiences.
✨Tip Number 2
Practice your communication skills! Since this role is all about engaging with customers and team members, make sure you can articulate your thoughts clearly and positively. We want to see how you can turn a tough situation into a delightful experience.
✨Tip Number 3
Be ready to showcase your leadership style! Think of examples where you've led a team or improved processes. We’re looking for someone who can inspire and motivate both in-house and outsourced teams.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're serious about joining the Rapha community. Don’t miss out on this opportunity!
We think you need these skills to ace Community Support Team Lead (UK Hybrid) Customer Service · Remote/Service Course in London
Some tips for your application 🫡
Show Your Passion for Cycling: When you're writing your application, let your love for cycling shine through! We want to see how you connect with our mission and values. Share any personal experiences or stories that highlight your enthusiasm for the sport.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We’re looking for someone who understands customer support in a dynamic environment, so highlight relevant examples from your past roles.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to break down your achievements and skills, making it easier for us to see why you’d be a great fit!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Rapha.
How to prepare for a job interview at Rapha
✨Know Your Stuff
Make sure you’re familiar with Rapha’s mission and values. Understand their approach to customer service and how they engage with the cycling community. This will help you align your answers with what they’re looking for.
✨Showcase Your People Skills
As a Community Support Team Lead, you'll need to demonstrate your ability to manage and motivate remote teams. Prepare examples of how you've successfully led teams in the past, especially in a hybrid or remote setting.
✨Be Ready for Real-Time Scenarios
Expect questions that test your quick decision-making skills. Think of situations where you had to resolve customer issues on the spot and be ready to discuss how you handled them effectively.
✨Emphasise Feedback and Improvement
Rapha values continuous improvement, so be prepared to talk about how you’ve given and received feedback in previous roles. Share specific instances where your feedback led to positive changes in team performance or customer satisfaction.
