Customer Support Team Lead (UK Hybrid) in London

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.

Responsible for:

• 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 £1,200 for testing and promotional purpose.
• A company bonus scheme.
• A health cash plan provided by Healthshield worth up to £1,405 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.