Do you want to work for a leading brand in the Yoga industry?
Do you provide exceptional Customer Service?
Are you able to supervise and mentor a small Customer Experience Team?
Our client is looking for a Customer Experience Supervisor to join them.
About the Company:
This e-commerce yoga business is on a mission to support and encourage health and well-being through Yoga and mindful movement with their original, ground-breaking, and truly useful products.

They bring the values of Yoga to their business and beyond, striving to unite a global community of people around the common goal to 'Live for More' through their products, how they run their business and how they give back to the world.
Since reinventing the Yoga mat back in 2008 they have since grown to become a leading brand in the Yoga industry, loved and trusted for their innovations and their pledge to environmental sustainability and social justice.

They do not do things by halves, as they have a market-leading customer service record and average 4.9* product and service reviews globally!

2023 will be even bigger and better, with an exciting pipeline of new and innovative products (including new categories beyond Yoga mats).
This dynamic and fast-growing brand (Sunday Times Fast Track 100) are continuing to grow and strengthen its team with the addition of like-minded, bright, and ambitious people!

The Role:
Reporting to the Customer Experience Manager, you will be responsible for providing exceptional service across the board to drive and support growth in a global e-commerce company. You will be part of a crucial front-line team liaising directly with potential, new and existing customers, as well as dealing with our operational team internally and external partners.

As a Customer Service Supervisor the core of your role will be to provide exceptional service, liaising directly with customers to help efficiently drive and support growth and to engage with our online community in a fast growing global brand.

You will also supervise and mentor junior team members with their daily tasks, support the manager with key strategic projects, and will assist other team members in the office where necessary. You must have the drive to always look for better ways to do things, to use your initiative to problem solve and to care about going the extra mile for every customer.

Key responsibilities

Building outstanding customer relationships to provide the best possible service to our global customers within the Yoga community
Liaising with international warehouses and couriers to ensure seamless customer experience through the operational processes
Responding appropriately to all questions and queries within the designated time frame across multiple written channels of communication including email, social media, live chat, online messaging, review responses, public Q&As and more.
Managing customer relationships across different social media platforms
Conducting ongoing community engagement to gather sales leads to support business needs
Managing customer databases
Supporting and supervising junior team members with their daily tasks
Supporting the manager with key strategic projects
Overseeing and taking ownership of a variety of daily team admin tasks
Varied ad hoc support to other members of the Team. ---

What you’ll have | Essential:

Outstanding customer service skills and a genuine desire to go above and beyond
An ability to think strategically and see the wider context and deeper significance of daily tasks
Ability to work autonomously within an agreed remit to manage workloads and turnaround of work
Great problem solving skills and a dedication to finding the most efficient but complete solution to issues as they arise
Excellent writing and communication skills with a friendly disposition
Excellent academic record
Highly personable and able to fit in with a hardworking and dynamic team
A common sense approach, a willingness to learn and a hard-working nature to get the task done
Relevant previous experience in Customer Service.

Advantageous:

Experience of customer service within an e-commerce setting.
An interest in fitness, wellness and/or Yoga
Experience working in the health and fitness and/or yoga industry
Experience working in a start-up or fast growing e-commerce business

What you’ll bring

Proactive, dynamic & energetic and with a real willingness to be hands on and get involved
Exceptional communicator, particularly adept at written expression
Highly personable and able to fit in with our hard working team
Strong attention to detail
Proven to thrive in a fast-paced entrepreneurial environment
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.

What we’ll offer you

Competitive salary and discretionary bonus
Hybrid and flexible working structure – both remote, and office based (Wednesdays and Thursdays in Office)
Amazing architect-designed office in Camden (2 mins to Chalk Farm tube)
Working for a B-Corp certified, socially responsible and eco-friendly company that is committed to
working with good business ethics, internally and externally.
Private Health Insurance.

Customer Experience Supervisor | Yoga & Wellness Sector

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SALARY

£28000 - £30000

LOCATION

Hybrid

CONTRACT TYPE

Graduate job (permanent)

JOB DESCRIPTION