Service Manager In Training

1 week ago


London, Greater London, United Kingdom The Bike Club Full time

Head of Customer Service at Bike Club

Welcome to Bike Club, a company that is changing the way kids enjoy their rides with a fantastic subscription service for top-quality bikes. If your child grows out of their bike, you can easily exchange it for a larger model, promoting sustainability and ensuring your child always has the perfect ride.

As the Head of Customer Service, you will play a key role in overseeing the member experience processes at Bike Club. Join us on our journey to become one of the top providers of kids' bikes in Europe, with opportunities to travel across different European cities from Barcelona to Berlin to London.

In this essential role, you will focus on enhancing efficiency and delivering exceptional service experiences tailored to our diverse customers. You will utilize Salesforce to manage our services and analyze performance data to optimize our operations and enhance the overall user experience.

Customer Service Strategy and Leadership:

  • Dive deep into understanding customer needs, purchase drivers, and challenges to create exceptional service experiences
  • Lead Customer Experience advancements to enhance user journeys and sales conversion

Training and Performance Management:

  • Develop comprehensive training programs for the customer service team
  • Set up key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve team performance

Quality Control and Data Integrity:

  • Establish quality control measures to ensure accurate and timely support for our young riders
  • Lead initiatives to maintain data accuracy and validity, shaping strategic initiatives

Join us at Bike Club and be part of a culture of excellence, innovation, and customer-centricity. Collaborate with senior leadership and drive commercial success by delivering outstanding customer service.

Commercial Awareness:

Apply commercial acumen to customer service initiatives, aligning strategies with business objectives to drive growth and profitability in the kids' bike market segment.



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