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Role: Customer Experience LeadApply fast, check the full description by scrolling below to find out the full requirements for this role.Function: Customer SupportReports to: Operations Director Location: Gatwick Head Office (Crawley)Join our team at STYRKR, a leading endurance sports nutrition brand on the fast track to success! We're in search of driven, like-minded individuals who are hungry to learn and ready to advance their careers with us.But we don't stop at being a great employer. We're also dedicated to providing the best possible experience for our valued customers. Join us in shaping both your career and the journey of those who rely on our products.As STYRKR continues to scale, were looking for a Customer Experience Lead to build and own a world-class customer support function. You'll set the standards for how we communicate with customers and athletes, streamline our support systems, and turn every touchpoint into a brand-building moment.Responsibilities: Own all customer service systems and performance metricsImplement and manage a customer support platform (e.g., Gorgias)Create and maintain macros, FAQ content, and escalation processesTrack CS metrics: ticket volume, response time, resolution time, CSAT, and comp costBuild self-service resources to reduce ticket volumeLiaise with Ops, Warehouse and Sales teams for resolution supportProvide insights from customer and ticket trends to inform NPD, delivery, and UXHire and train support agents as demand growsManage Athlete Support Be the primary liaison between STYRKR and athletes (pro, ambassador, or grassroots)Coordinate product shipments, samples, and creative needsSupport athlete onboarding and fueling strategy requestsWork with marketing to manage athlete content, feedback, and activationRequirements 3+ years in customer support (ideally e-commerce)Experience with tools like Zendesk, Gorgias, or similarStrong communicator with a sharp eye for tone of voiceAnalytical mindset: able to dig into data and spot trendsOrganised, proactive, and customer-obsessedThe benefits of working at the STYRKR:Skill Development: Build your skills and be part of a growing team. Our diverse range of projects ensures that no two days are the same, offering opportunities to broaden your skill set at every turn. Were committed to supporting the development and evolution of our team members, helping you achieve your personal goals.Ongoing Mentorship: Receive continuous mentoring from experienced leaders to guide your growth.Start-up Sensibility: Work in a rapidly growing start-up environment, where your contributions have a direct impact on how we shape our future.Agility & Competitive Advantage: As a vertically integrated company, were agile and positioned for success in the marketplace.Sociable & Driven Environment: We foster a sociable, energetic, and growth-oriented culture that motivates everyone to reach their potential.Company Benefits;Casual dress codeCompany eventsOn-site parkingStaff discountStaff pension20 days holiday plus bank holidaysDiscounts and benefits to many high street stores and more+1 additional holiday day for every year of serviceSchedule:Office-based: Monday to Friday 09:00 17:30The SIMPLE COMPANY is committed to creating a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyones voices are heard. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.Due to the evolving nature of the business, the job holder may be required to carry out duties that are not detailed within this job description.