Apex is a London based, venture backed fit-tech startup, switching up the £5bn UK fitness market - with big expansion plans too. We sell d2c via our main website and have a retail partnership with John Lewis. We've had mentions in Forbes, Vogue, Evening Standard and Metro. Due to rapid expansion, we are looking for a Customer Support Manager to join our team.
Leading the customer support team
Planning and implementing customer support strategy whilst leading by example providing excellent customer support
Training the team to improve and striving to give our customers the best experience
Measure and enhance customer experience, with data led decisions and tracking KPI's for customers and agents whilst creating new processes
Initially, this role will involve high contact time with customers. As the team expands, your role will evolve into spending more time managing, coaching, and analysing.
You will have had at least 2+ years experience leading a customer support team, ideally from a high-growth startup. Big+ if you come from an ecommerce background
You have an obsession with delivering exceptional customer experience, creating and implementing strategies that are backed up with metrics
You have an understanding of operational processes, along with knowledge of how to build teams and reporting structures.
Excellent communication skills, both verbal and written
Able to work under pressure and put customers at ease
Able to work autonomously as well as being a positive team player and leader