the opportunity

We are on the lookout for a customer-obsessed and proactive Customer Support Team Leader to join our Customer Support Team (CS). Reporting into our Customer Experience Manager you will be responsible for leading the daily operations of our CS executives, ensuring our customers receive the best possible experience across the entire journey from pre-sales to warranty support.. 

As a Customer Support Team Leader, you will be the team’s “go to” on all aspects of their work, ensuring they have the tools and processes in place to make the right decisions, whether relating to a delivery question or a quality concern. You will be a confident coach, deploying these skills in weekly 121s to plan each CS execs development, while also conducting Quality Assurance and providing specific, actionable feedback to help the team and individuals maintain their high standards. To keep close to the work of the team and identify improvement opportunities, you will also take a portion of customer contacts each month.

As we continue to grow and innovate as a company, no two weeks are the same in CS. Therefore, it will be your responsibility to plan the daily workflow of the team, allocating our resources to the right contact channels and request types, to ensure we meet our internal SLAs and KPIs. You will work with the Customer Support management team to plan future resources, and support the training and on-boarding of new team members as they join.

This is a highly cross functional role, with a wider business keen to understand what their departments can do to improve the lives of our customers. By tracking the main contact drivers to the team, in addition to any more specific trends, you will work closely with Operations, Marketing and other teams to find new and innovative solutions to reduce contacts and improve our overall engagement with customers.

This really is an exciting opportunity for an individual looking to make their mark on the customer proposition of a leading-edge sleep wellness company. Customers spend more time using our mattresses than most other products they will ever buy, so it’s vital our wrap around support meets the same high quality of the products themselves! 

the day-to-day stuff

• Manage the daily workflow of the CS team, ensuring our resources are best deployed to meet key KPIs including first reply time, average resolution and CSAT (Customer Satisfaction Score)

• Lead weekly 121s with all members of the team, providing support both on open cases as needed, and guiding wider discussions on skill and career development

• Conduct ongoing QA assessments of the team’s solved cases, providing helpful feedback on how to improve further where applicable

• Support the wider CS management team on continuous improvement projects, which can range from launching new contact channels through to specific initiatives to reduce our overall contact rate

• Take a leading role in the on-boarding and training of new team members

• Act as the key interface between CS and the wider business for daily support, joining relevant meetings relating to carrier performance or peak promotional planning

• Support the team during busier periods by solving customer cases directly

 what we’ll love about you:

• Experience as a Senior Agent, Coach or Team Leader in a customer facing role/direct to consumer industry

• Proven people leadership skills, with experience coaching team members to improve performance and develop their careers

• Naturally you will be excellent in customer service, able to de-escalate tricky situations and find solutions that keep our customers happy

• You possess a natural curiosity and enjoy investigating a problem so you can find the solution

• You are passionate about process and reporting to continuously improve the work of the team

• Known for your strong communication skills and are well practiced at using your initiative

• Working with new systems doesn’t phase you because you approach new challenges with a can-do attitude

• Excited to help us improve the sleep wellness of our customers.

• We’re a small team; everyone needs to work and support one another. You’ll be rewarded with a real understanding of how your work has impacted the business.

• As a self-starter, you have a contagious spirit to help us build the best brand we can. You’ll also be highly collaborative and welcome working closely with the rest of the business.

• Things move at a quicker pace than our dancing sloth, so you’ll need to be flexible and okay with change.

• Well practiced at using your initiative, have a can-do attitude & will always be wanting to learn & grow.

• We care and respect each other, and we look for those who do the same whilst building and maintaining relationships with others.

• Building the eve culture is important to us, and we want people who will contribute to this, who are passionate about what we are doing and who are eager to join us on the journey of sleep wellness.

 bonus points if

• You’re able to speak French

• You have previous experience working with Zendesk