Job Description
About the Business:
An exciting new venture is set to launch soon, combining the expertise of Coach Mark Carroll and Lauren Simpson Fitness. This groundbreaking platform will offer personalised training, nutrition guidance, and comprehensive workout plans, all designed to empower individuals to achieve their best selves. With a mission to revolutionise the fitness industry, this venture is poised to make high-level fitness accessible to everyone through its innovative approach.
About the Role:
The People Plugin is proud to partner with this new venture to find a dedicated Customer Experience Team Leader. In this pivotal role, you’ll work closely with the General Manager to oversee the customer support team, streamline operations, and ensure seamless experiences for all users. You’ll play a critical role in building efficient processes, driving team performance, and delivering exceptional service aligned with the business’s mission to transform lives through fitness.
Key Responsibilities:
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Lead and manage a small, high-performing customer support team, including offshore staff.
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Develop and maintain Standard Operating Procedures (SOPs) for onboarding and customer interactions.
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Collaborate with the General Manager to identify and implement operational improvements.
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Ensure a consistent and positive customer experience by managing feedback and identifying solutions to enhance satisfaction.
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Assist in creating KPIs and monitoring adherence through regular updates to leadership.
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Oversee administrative tasks, including scheduling, task tracking, and internal communications.
Experience & Skills:
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2+ years of experience in customer support, operations, or a related role (experience in the fitness industry is a plus).
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Strong organisational skills with the ability to manage competing priorities.
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Proven experience in process improvement (e.g., SOPs, workflows).
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Familiarity with tools like Google Workspace, Asana, and CRM systems (e.g., Gorgias); knowledge of DRIP and WooCommerce is a bonus.
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Excellent written and verbal communication skills.
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Passion for fitness and a proactive, problem-solving mindset.
Why Join This Venture?
This is your chance to join a passionate team leading innovation in the fitness industry. Work closely with industry leaders to drive growth, build a high-performing team, and make a real impact on customer success. If you’re ready to grow your career in a fast-paced and rewarding environment, we want to hear from you!
How to Apply:
Applying is simple. Submit your resume along with a cover letter. We’re eager to hear from you and look forward to learning how you can contribute to this exciting new venture.Please contact Xanthe at xanthe@thepeopleplugin.com for more information.