Customer Support Team Lead Job at Rapha (London)

Job Description

The Community Support Team Lead will contribute to this mission by providing hands-on day to day management for our in house team, working alongside our Operations & QA/Training function to drive performance through quality and productivity improvements. We are looking for someone with a people-first approach, who has good experience in working with remote teams and understands how to build team engagement through consistently positive communication and engaging feedback delivery. We have a hybrid team so require this person to have good experience working with outsourced teams, and the critical ability to use quick decision making to manage our channels and queues in real time.

Job Responsibility

Owning customer contacts via our case management tool Dixa and handling these with a focus on consistent quality in response - this will include email, chat and phone interactions
Offering enhanced tailored and brand focused service to customers and the RCC members using the Rapha tone of voice
Leading by example to the wider team (including our outsourced partners) and proactively provide feedback and continuous improvement opportunities
Ensuring we focus on surprise & delight moments for our customers - going that extra mile to turn an interaction around positively
Working alongside the Operations team to ensure swift root-cause analysis of customer friction drivers for returns, refunds and logistics
Be the subject matter expert across key points of contact, including repairs and our wide product offering
Responding to Trustpilot & Google reviews in a personalised way ensuring prospective customers are confident in Rapha’s commitment to its customers

Requirements

Have good experience in a Customer Support/Service role in a similar business, including using Dixa, Zendesk or similar ticketing systems, and Admin tools
Be comfortable and productive working from home
Truly embody the Rapha company values and reflect these during interactions with our customers
Be flexible and agile with business needs - we are going through a period of transition and that at times means being comfortable with ambiguity and lots of change
Have strong written and verbal English skills, with positive communication and a willingness to give and receive feedback
Be able to demonstrate proactive and consistently helpful communication, whether with a colleague or customers
Be comfortable with suggesting change, including with automation suggestions to reduce manual tasks
People within commutable distance to London, comfortable visiting the office 1-2 days a month
Working pattern that will include some weekend days and shifts will be between 8am-8pm
Able to cover travel and accommodation cost for initial in-person training in London w/c 9th March

What we offer

25 days annual leave
2 additional days paid time off to participate in a sportive or similar related cycling event
A flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle through our Getting Started Scheme
An annual clothing allowance of £1,200 for testing and promotional purpose
A company bonus scheme
A health cash plan provided by Healthshield worth up to £1405 per year
Mental health support with MyndUp
Bike racing expenses up to £35 per race entry
A 50% staff discount and a discount for family and friends
Industry discounts on brands such as Patagonia, Osprey, Finisterre, Wahoo
Free membership to the Rapha Cycling Club
Cycle2Work scheme
Company Pension Scheme
Enhanced Parental Leave and Pay

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Customer Support Team Lead

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