D2C Head of Customer Experience

We are seeking a highly motivated and detail-oriented Head of Customer Experience & Training Coordinator to help support our virtual CS team and enhance customer experiences. In this role, you’ll primarily be assisting with day to day customer service operations via email and as a team lead you’ll assist in guiding our CS Agents, develop training materials, and provide hands-on training to ensure the team is equipped to delivery excellent service. Your contributions will help build strong customer relationships and support the growth of our business.

Requirements

• Hands-on customer support experience in a subscription-based business with proven ability to handle complex customer interactions while managing a team
• Data-driven approach to measuring and improving customer service metrics and team performance
• Quicker learner to new CS platforms (We currently use Commslayer) and ability to optimize its usage
• Strong process development skills with track record of implementing efficient support workflows
• Team leadership and coaching abilities with experience managing performance and development

Benefits

• Up to £5,000 Annual learning & Development Budget
• Work desktop + laptop and full desk set-up (Dual Monitor, Ergonomic chair & standing desk option)
• Vitality Private Health Insurance
• Growth Opportunities (Rapidly develop your skills & career in a company that is driven by innovation and is growing fast)
• Direct access to Founder
• Free Elavate Products