Customer Services Manager London, England
Job description
Tala is on a mission to share sustainable, flattering, competitively priced women’s activewear with the world. We’ve been on a rocket ship since our founding in 2019 by Founder Grace Beverley. Built on organic social, we’ve developed into a DTC eCommerce business with a multi-faceted growth strategy, strong brand, and amazing product and our community remains the heart of who we are. Off the back of our success, we just closed a seed round with world class institutional investors and Angels and are poised for our next stage of growth.
We’re looking for a Customer Service Manager to join our growing team, this role reports into the Customer Service & Operations Manager to start off with, but you’ll be a self-starter and good at working autonomously, and you manage a growing team of customer service associates.
This is an exciting opportunity for someone who is looking for their next challenge in a well-funded, fast paced, and high growth ecommerce start up! This is a full time role, based in our London office, with opportunities for home working.
Tasks
Delivering excellent service:
- Lead the customer services team to provide the highest standards of service to our customers in a professional and timely manner across all communication channels.
- Provide hands on assistance in managing more complex customer concerns.
- Deliver against customer service KPI’s including speed of response/resolution, first contact resolution, service revenue and satisfaction feedback.
- Compile reporting of customer service performance with actionable insight for leadership team.
- Maintain catalogue of customer service reply templates to ensure accuracy of content and consistency of brand tone of voice.
- Maintaining Rota’s and holiday planners to ensure optimum levels of resource available to deal with customer demands.
- Provide leadership and guidance to the customer services team, for their continuous development and to highlight any areas for improvement.
- Recruit and oversee the training of new members of the team as we continue to grow.
- Become the expert in customer service systems and processes.
- Continually look for ways processes can be improved and put in implementation plans for any changes with clear communication across departments.
- Liaise with our fulfilment partner on any customer concerns to minimise future occurrences.
- Maintain TALA help centre to contain accurate and up to date support articles.
- Implement new platform features and propose new application integrations, to continually improve service, response times and customer service efficiencies and experience.
- Manage chargeback/ Inquiries within payment gateways to minimise impact to the customer and TALA.
You will bring:
- Experience of leading a customer service team ideally within an ecommerce environment using written communication (email, chat, socials etc)
- Ability to problem solve and think quickly and creatively to find solutions for our customers
- High technical skills with confidence to implement systems changes/updates when needed
- Strong time and task management skills
- Demonstrated success in working with large amounts
- People skills in spades
- Experience of working with Shopify and Gorgias an advantage
- Experience in early-stage start-ups an advantage
- Fun, startup working culture
- Competitive salary & bonus
- A sense of mission, and contribution to the greater good
- Mondays and Fridays remote, Tues – Thurs at our Vauxhall office
- Half day Fridays
- Clothing allowance and discount on the best athleisure in the game
- Shreddy fitness app, duvet days and more!
TALA is the brand you always knew you wanted but could never quite find - sustainable activewear and athleisure styles at competitive prices without the need to compromise on high-performance designs and flattering fits. TALA is here to disrupt the industry and demand change with wardrobe staples and on-trend pieces, making conscious shopping choices easier for everyone.
TALA was founded in May 2019 by fitness entrepreneur Grace Beverley to disrupt the fast fashion and activewear industries after years of working in the space. TALA, conceptualised on pillars of sustainability, inclusivity, and accessibility, creates sustainable styles at competitive prices without the need to compromise on performance, design or fit.
We are TALA. Sustainable style without compromise.
