As Customer Experience Team Lead, you will thrive on delivering exceptional service to our wonderful community of Yogi customers. You must have the ability to manage multiple deliverables simultaneously, get a thrill from exceeding targets, have the drive to continually look for potential improvements to processes and protocols and the initiative to problem-solve. You will lead by example with enthusiasm and passion, rolling up your sleeves and getting hands-on to lead delivery effectively.

Key Responsibilities

• Lead our team to deliver outstanding digital customer service in a competitive and global ecommerce environment.
• Drive, manage and improve engagement with customers through digital and written channels of communication (e-mail, social DMs etc.)
• Ensure necessary resources, team capacity and tools are available to meet business’ requirements.
• Provide inspiring and motivational management for a small but growing team.
• Handle and resolve more complex or escalated customer service issues.
• Review, develop, update and implement protocols to improve customer propositions.
• Deliver the voice of our brand, monitoring quality, tone and service level of customer communication.
• Advocate for customers through feedback and escalation of issues internally.
• Report on key performance indicators (including SLAs, CSAT, return rates, etc.) to Senior Management and implement feedback to continually improve scores.

What you’ll bring

• Dynamic energy with a proactive approach, and with a real willingness to be hands-on and get involved.
• Ability to thrive in a fast-paced entrepreneurial environment; fast learner with a natural eagerness to upskill.
• Highly personable and able to fit in with our hard-working team.
• Strong attention to detail.
• A commercial approach, with logical application of business acumen to relevant tasks.

What you’ll have

Essential Skills:

• Proven track record of customer service work (3+ years) and managing other team members (1+ years).
• Highly personable, ability to form good working relationships, energize, enthuse and drive a team forward.
• Exceptional communicator, particularly adept at written expression.
• Good, hands on, knowledge of tools such as helpdesks and e-commerce platforms (Shopify and Gorgias would be a plus).
• Proven track record of managing resource to ensure consistent delivery across multiple time zones and regions.
• Proven experience of developing and implementing brand-specific customer service and engagement protocols.
• Great problem-solving skills and a dedication to finding the most efficient and complete solution to issues as they arise.
• As the responsibilities of this role are varied, you must be a great all-rounder with the ability to manage multiple projects and deliverables simultaneously.

Advantageous:

• Proven track record of using Excel or other programmes to produce KPI reports.
• Experience working in or an interest in the fitness, wellness and/or Yoga industries.
• Experience working in a start-up or fast-growing ecommerce business.

What we’ll bring

• Competitive salary
• Private Health Insurance
• Pension contributions
• Good holiday allowance
• Monthly fitness/wellness/gym allowance
• Hybrid working arrangement
• Currently Wednesday & Thursday office days at our wonderful space in Camden Town, Central London.
• Probably the best people you’ve ever met and an exciting calendar of team social gatherings and events!
• We know that diversity in experiences, backgrounds and identities can expand horizons. We’re committed to being an equal opportunities employer – and that starts with our recruitment process. We are simply united by a set of common values and goals: do exceptional work, support and encourage the practice of Yoga, challenge the norm, make the world a better place, treat people right, have a positive impact, give back, and have fun.