Customer Operations Lead

1 month ago

London, Greater London, United Kingdom Sportlabs Technology Full time
Job Description

Clubspark is a global leader in sports technology, and we're growing rapidly. We have teams in the UK, US, and Australia, and we're on a mission to help people discover sports and activities for better, healthier lives and communities.

We're looking for a highly experienced customer service professional to join our global customer service team as a Customer Operations Lead. As someone who is passionate about delivering exceptional customer experiences, you will be responsible for creating a culture of partnership with our clients, acting as a trusted advisor and advocate for our operational lead.

You will be the driving force behind our customer service operations growth and service. You will work directly with our partners and/or their customers to sell, onboard, and grow the usage of our product, as well as optimize and improve the usage and engagement of the platform with existing customers through customer service.

You will also be fundamental to the growth of our product, by guiding and leading the customer service teams to achieve the company's objectives.

Key Responsibilities
  • Drive strategies to improve service excellence and foster exceptional customer experiences.
  • Lead the development of new service innovation ideas.
  • Identify a strategy to outreach to prospective clients, working with marketing team to build a pipeline of opportunities to drive platform growth.
  • Identify, plan, and deliver innovative ideas to enhance operations and services.
  • Maintain high levels of client satisfaction, including consulting with clients to resolve product issues during the introduction process and beyond.
  • Improve product adoption, customer retention, and help to foster a positive client relationship that creates a loyal client base.
  • Act as a coach for the customer service team to ensure KPI's and SLA's are achieved, including mentoring team managers.
  • Build business and professional networks at senior executive level.
  • Demonstrate or troubleshoot features through email, scheduled calls, and/or video meetings.
  • Producing regular internal and external reports (via Zendesk) ensuring insight and recommendations are shared alongside monitoring best practice service delivery.
  • Proven customer success experience.
  • Previous experience of using a CRM and providing comprehensive monthly reports.
  • Customer-centric attitude, always willing to help and finds it easy to build relationships.
  • Commercially savvy - always thinking about how to add greater value to customer relationships.
  • Analytical thinker, confident using data and insights to drive plans and actions.
  • Proven line management experience (current global team size of up to seven), including developing, coaching, and progressing the team to drive performance and customer experience.
  • Familiarity with sports technology and software platforms.
  • Previous experience working in a global Company or software Company.

● Competitive salary, 26 days holiday (+ public holidays)

● Free eye tests, Cycle to work, Life Assurance, and Contributory Pension

● Onboarding allowance (home working equipment)

● Mental Health Sick Day Policy – good mental health is just as important as our physical health

● Access to a range of fantastic free health and wellbeing services:

○ Physiotherapy appointments (up to 8 per year)

○ 360 Wellbeing and lifestyle coaching sessions (up to 6 per year)

○ Access to extensive savings and discounts

○ Employee Voice Service and so much more

● Opportunities to learn and focus on your career growth

● Flexible working and remote first environment

● Fantastic coworking office space in Vauxhall with free on-site gym (collaborative workspaces across the country also available)

● A focused, friendly, and rapidly growing environment where your wellbeing and contribution come first.

The company is not offering immigration sponsorship for this role.

Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

  • No recruitment agencies please
  • Please attach a copy of your CV/Resume, covering letter, and a link to your portfolio (if you have one). If you would like an informal chat about this role, please email your contact details.

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