Customer Service Lead

Job Description Customer Experience LeadFunction: Customer SupportReports to: Operations DirectorLocation: Gatwick Head Office (Crawley)About STYRKRSTYRKR is a fast-growing endurance sports nutrition brand built to fuel cyclists, runners, and athletes who go the distance. Backed by science and driven by community, were expanding globally and delivering best-in-class experiences across every touchpoint is a huge part of our mission.Were now looking for a Customer Experience Lead to build and own a world-class support function, one that not only resolves problems but strengthens our brand with every interaction.This role blends day-to-day support leadership with longer-term strategy. Youll manage platforms, processes, and people while also owning support for our athlete network (from pros to ambassadors). If youre proactive, operationally sharp, and obsessed with customer care, this role is for you.What Youll Be Responsible For Customer Support Systems & StrategySet up and manage our support platform (e.g. Gorgias) from the ground up.Create and maintain helpdesk macros, tagging systems, routing flows, and templates.Build and maintain an FAQ/Help Centre for fast self-service support.Own key CS metrics: ticket volume, resolution time, CSAT, comp rates, etc.Spot patterns and pain points feeding insights into NPD, ops, and web/UX teams.Prepare weekly/monthly reports to show performance, improvements, and areas to focus on. Process Optimisation & Agent ManagementMap and refine escalation paths, SLAs, and internal handovers.Liaise with Warehouse, Ops, and Sales to solve product, delivery, and order issues quickly.Reduce inbound volume by improving front-end clarity and post-purchase experience.Recruit, onboard, and train additional support agents as the brand scales.Define what gold standard support looks like and embed that into every response. Athlete Support & ExperienceAct as the day-to-day contact for athlete support from elite pros to grassroots ambassadors.Coordinate product orders, seeding, race-day kits, and creative sampling.Manage inbound athlete comms and fueling queries in collaboration with marketing and operations.Assist with onboarding new athletes and tracking requests, feedback, and campaign deliverables.Ensure STYRKR delivers the same high standards to our athlete community as we do to our customers.What Youll Bring3+ years of experience in customer support (ideally within D2C/eCommerce).Experience with modern support tools like Gorgias, Zendesk, or similar.Comfortable building systems, SOPs, and self-serve content from scratch.A strong, clear communicator with a sharp eye for tone of voice.Analytical mindset you can dig into the data and act on what its telling you.Highly organised, self-driven, and able to lead with calm in fast-paced situations.Passion for endurance sport or a keen understanding of the athlete's mindset is a plus.Why Join STYRKR?Skill Development: Work across a range of exciting projects and grow fast.Mentorship & Ownership: Lead your function and shape how customer experience is done.Start-Up Energy: A high-growth, agile environment where your ideas move the needle.Cross-Team Visibility: Collaborate across eComm, ops, production, and marketing.Strong Culture: Sociable, driven, and constantly raising the bar.What Youll Get:Competitive salary + performance-based bonusFlexible hybrid working (HQ based near Gatwick)Key role with real strategic impactExposure across D2C, B2B, athlete partnerships, and operationsA high-ownership environment for ambitious, action-oriented talentClear path for career progression as the brand scales How to ApplySounds like your kind of challenge? Send us your CV and a short intro outlining your fit for the role. Were hiring now.

Created: 2025-07-03