Job Title

Fancy joining a scaling company in a newly created role?To be considered for an interview, please make sure your application is full in line with the job specs as found below.Our client is a growing sports and nutrition company who is looking for a Customer Experience Lead to create and take ownership of a 1st class customer support function.What does this role involve?Oversee all customer service systems and key performance indicatorsHelp implement and manage the customer support platform (Gorgias)Develop and maintain macros, FAQ documentation, and escalation proceduresMonitor and report on key customer service metrics, including ticket volume, response time, resolution time, CSAT, and compensation costsCreate and enhance self-service tools to help reduce incoming support volumeCollaborate with Operations, Warehouse, and Sales teams to resolve customer issues efficientlyAnalyse customer interactions and support trends to provide insights for new product development, delivery improvements, and user experience enhancementsManage athlete support programs: Serve as the main point of contact between the business and athletes Coordinate product deliveries, sample distributionAssist with athlete onboarding and fuelling strategy inquiriesPartner with the marketing team to oversee athlete content, gather feedback, and support campaign activationsRecruit, onboard, and train customer support agents as the team scalesCould you be a good fit?Passionate for health and fitness Experience in customer support (ideally ecom)Customer focused with a analytical mindset 32,500 + bonus and benefits.West Sussex Hybrid workingFancy taking on this brand new challenge? Apply now!