Customer Service Operations Lead

Clubspark is a global leader in sports technology and growing rapidly! With teams in the UK, US and Australia, we are on a mission to help people discover sports and activities for better, healthier lives and communities. It’s an exciting time to join us!

As someone who is highly experienced in customer service and success, you will be charged with creating a culture of partnership with our clients, acting as a trusted advisor and advocate as our operational lead for the global customer service team. You will be the driving force behind our customer service operations. Interest and experience in sports/technology will be an advantage.

The role will have two clear focus areas; growth and service. You will work directly with our partners and/or their customers to sell, onboard and grow the usage of our product, as well as optimize and improve the usage and engagement of the platform with existing customers through customer service. You will also be fundamental to the growth of our product, by guiding and leading the customer service teams to achieve the company's objectives.

You will focus on supporting our partners with more complex queries, complaints and issues, looking to resolve or escalate both in a timely and friendly manner. You will become a product expert and the advocate for our customer service team, the end users and play a pivotal role across our Board and department heads.

About You

• Highly customer-centric and always willing to go the extra mile for our clients.
• Great at seeing the big picture but will deep dive into the detail and be ‘hands-on’ to get things done.
• Outstanding communicator who always takes the collaborative path.
• Able to grow, motivate, inspire and engage a team to deliver outstanding results.
• Confident using data to analyze and comprise a strategy to increase growth.
• Always learning, staying relevant and offering your ideas, insight and tips.
• You will have a keen eye for detail and be able to work through highly complex processes.
• A growth-oriented individual who is always seeking out new opportunities to make progress.

Key Responsibilities

• Drive strategies to improve service excellence and foster exceptional customer experiences.
• Direct activities to increase customer satisfaction and profitability.
• Lead the development of new service innovation ideas.
• Plan operational strategies to ensure attainment of profitability objectives.
• Identify a strategy to outreach to prospective clients, working with marketing team to build a pipeline of opportunities to drive platform growth.
• Identify, plan and deliver innovative ideas to enhance operations and services.
• Create and deliver effective Company presentations and product demonstrations.
• Advocate for clients by capturing and sharing feedback.
• Maintain high levels of client satisfaction, including consulting with clients to resolve product issues during the introduction process and beyond.
• Improve product adoption, customer retention and help to foster a positive client relationship that creates a loyal client base.
• Act as a coach for the customer service team to ensure KPI’s and SLA’s are achieved, including mentoring team managers.
• Build business and professional networks at senior executive level.
• Demonstrate or troubleshoot features through email, scheduled calls and/or video meetings.
• Producing regular internal and external reports (via Zendesk) ensuring insight and recommendations are shared alongside monitoring best practice service delivery.
• Collaborate with the product development team to communicate user needs and suggest enhancements based on client input.
• Collaborate with cross-functional teams to address technical issues and provide solutions.

Skills, knowledge & experience required:

• Minimum 5 years’ experience in a similar client-facing multilayered B2B role.
• Proven customer success experience.
• Previous experience of using a CRM and providing comprehensive monthly reports.
• Engaging and confident presenter with excellent communication skills, comfortable communicating at all levels of stakeholders.
• Customer-centric attitude, always willing to help and finds it easy to build relationships.
• Commercially savvy - always thinking about how to add greater value to customer relationships.
• Analytical thinker, confident using data and insights to drive plans and actions.
• Proven line management experience (current global team size of up to seven), including developing, coaching and progressing the team to drive performance and customer experience.
• Solutions-focused attitude and incredibly organised.
• Brings positive energy and drive as well as a collaborative and team-oriented attitude.

Great if you also have

• Knowledge and experience of the following systems: Zendesk, Hubspot & JIRA.
• Familiarity with sports technology and software platforms.
• Interest in or previous experience working in Sports.
• Previous experience working in a global Company or software Company.

Competitive salary, 26 days holiday (+ public holidays). Free eye tests, Cycle to work, Life Assurance and Contributory Pension. Onboarding allowance (home working equipment). Mental Health Sick Day Policy – good mental health is just as important as our physical health! Access to a range of fantastic free health and wellbeing (help@hand) services: Physiotherapy appointments (up to 8 per year), 360 Wellbeing and lifestyle coaching sessions (up to 6 per year), Access to extensive savings and discounts, Employee Voice Service and so much more! Opportunities to learn and focus on your career growth. Flexible working and remote first environment. Fantastic coworking office space in Vauxhall with free on-site gym (collaborative workspaces across the country also available). A focused, friendly and rapidly growing environment where your wellbeing and contribution come first.

The company is not offering immigration sponsorship for this role. Applicants may be shortlisted and contacted prior to the application process closing. Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. No recruitment agencies please. Please attach a copy of your CV/Resume, covering letter and a link to your portfolio (if you have one). If you would like an informal chat about this role please email your contact details.