Customer Service Team Leader
Ruroc, United Kingdom
Job Description
OUR BACKGROUND AND YOUR MAIN ACCOUNTABILITIES
Ruroc makes badass helmets. At Ruroc, we have one guiding mission. To re-engineer protection. Building the perfect balance between design and engineering, our innovative products save lives, look epic and set us apart from the competition.
Ruroc has grown from 1m rev to a 30m revenue Action / Motorsports helmet brand selling into over 90 countries globally and we are primed ready to dominate an industry that has been stagnant for too long!
All sales take place through our eCommerce store www.ruroc.com giving us a direct connection with our customers that legacy / competitor brands do not possess. This close connection to the end rider has given us the ability to reduce the feedback loop and rapidly innovate and enhance our gear at a rate never seen before in the global helmet industry.
We control our destiny; we manage everything end-to-end to deliver our promise to customers and fulfil the potential of the Ruroc brand. We are building world-class teams across the board and we have invested in our own Ruroc Factory to keep up with our ever-snowballing demand.
The CX Team Lead will oversee the performance of our diverse team of CX superstars. You will be responsible for managing the CX team across a wide range of tasks including the 121 engagement and support with our riders, along with the ongoing upgrading and evolution of our rider experiences.
MAIN ACCOUNTABILITIES
- Managing the performance and output of our CX Team.
- Ensuring that we deliver a uniquely Ruroc experience to every rider across the globe, on every channel from social media to email and everything in between. Hitting SLA’s and driving CSAT in every country we trade in.
- Owning and improving the ongoing performance of every one of the CX Team through dynamic, progressive leadership, coaching and development of your team.
- Ensuring all the team have the latest news, product updates and knowledge of the Ruroc product range.
- Ensuring that were relevant, we are building market tailored experiences working with the marketing; events; digital and CX Teams to make each customer touchpoint as unique and special as our gear.
- Working cross-functionally with every Ruroc team, to make sure we are finding ways to improve our processes, technology and rider experience.
- Being an integral part of the CX leadership team as we evolve and deliver our CX strategy landing projects that support Ruroc’s growth and rider experience across the globe.
Requirements
THIS ROLE IS FOR YOU IF YOU:
- Are someone who knows how to bring together a diverse team, develop individuals and hit your numbers.
- Are someone with experience in managing digital customer service particularly social media channels.
- Have experience in a business that involves manufacturing and shipping globally.
- Have worked in a start-up environment and can thrive in an ever changing, fluid environment the only constant is wanting to make sure our riders love their Ruroc.
- Can get to the heart of a problem and find solutions that are scalable and improve rider experience.
- May have experience of working with Gorgias or a similar customer support platform.
Benefits
- 26 days annual leave + Bank Holidays
- Hybrid working - a minimum of three days from our HQ in Barnwood, Gloucester
- Flexible working hours around our core hours of 10:00-15:00
- Private Health Insurance with Vitality
- Wellbeing support with our Employee Assistance Programme - Health Assured
- Free in-house Personal Training Sessions in our in-house, purpose-built gym
- Free Ruroc products plus, 50% discount for your friends and family
- Contribution towards skiing / snowboarding lessons and your CBT / full motorcycle license
Ruroc is proud to be an equal opportunities employer. We are committed to diversity and inclusion in the workplace. This policy applies to all employment practices within our organisation, including hiring, recruiting, promotion, benefits, training, and apprenticeships. Our full equal opportunities policy can be requested from the People Team on .