Customer Support Team Lead, Rapha
+ Company bonus scheme
More information about location
Cycling apparel brand
Job no longer available
Cycling apparel brand
201-500 employees
Job no longer available
+ Company bonus scheme
More information about location
201-500 employees
Company mission
To inspire the world to live life by bike.
Role
Who you are
- We are looking for someone with a people-first approach, who has good experience in working with remote teams and understands how to build team engagement through consistently positive communication and engaging feedback delivery
- Have good experience in a Customer Support/Service role in a similar business, including using Dixa, Zendesk or similar ticketing systems, and Admin tools
- Be comfortable and productive working from home
- Truly embody the Rapha company values and reflect these during interactions with our customers
- Be flexible and agile with business needs - we are going through a period of transition and that at times means being comfortable with ambiguity and lots of change
- Have strong written and verbal English skills, with positive communication and a willingness to give and receive feedback
- Be able to demonstrate proactive and consistently helpful communication, whether with a colleague or customers
- Be comfortable with suggesting change, including with automation suggestions to reduce manual tasks
What the job involves
- The Community Support Team Lead will contribute to this mission by providing hands-on day to day management for our in house team, working alongside our Operations & QA/Training function to drive performance through quality and productivity improvements
- We have a hybrid team so require this person to have good experience working with outsourced teams, and the critical ability to use quick decision making to manage our channels and queues in real time
- Owning customer contacts via our case management tool Dixa and handling these with a focus on consistent quality in response - this will include email, chat and phone interactions
- Offering enhanced tailored and brand focused service to customers and the RCC members using the Rapha tone of voice
- Leading by example to the wider team (including our outsourced partners) and proactively provide feedback and continuous improvement opportunities
- Ensuring we focus on surprise & delight moments for our customers - going that extra mile to turn an interaction around positively
- Working alongside the Operations team to ensure swift root-cause analysis of customer friction drivers for returns, refunds and logistics
- Be the subject matter expert across key points of contact, including repairs and our wide product offering
- Responding to Trustpilot & Google reviews in a personalised way ensuring prospective customers are confident in Rapha’s commitment to its customers
Application process
- We are accepting applications until Wednesday 11th February
Salary benchmarks
Our take
Rapha is a cycling apparel brand that aspires to create items of the highest possible quality by using advanced manufacturing techniques. Having been the clothing supplier to Team Sky, as well as the women’s UCI WorldTour team CANYON//SRAM, Rapha has worked to align itself with the best names in sport.
The company has seen a series of ups and downs as UK consumer interest in cycling rises and falls. For example, it was able to capitalise on peaks in the market generated first in the wake of the 2012 Olympics, as well as during the pandemic - though it has also faced lulls. Despite this, the company remains positive, and says it has made moves - such as company restructuring - that put it in a position to unlock its next phase of growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company benefits
- Access to a Global Employee Assistance Programme
- A variety of resources to support your mental health and wellbeing
- Monthly social events
- Quarterly team away days
- Regular talks and events organised by our Culture Club
- Generous annual leave rising with length of service
- Enhanced parental leave options
- Enhanced pension schemes
- Healthcare
- Lessons to build confidence, inspire and support those at the beginning of their cycling journey (you don't need your own bike to take part)
- Annual testing allowance so you can put our products through their paces
- Significant staff discount
- Flexible working - we just have core hours for collaboration and time with out teams
Company HQ
Archway, London, UK
Leadership
Simon Mottram
(Founder & Director)Previously Brand Marketing Consultant at various companies, including Interbrand, Sapient, Circus and Fourth Room.
Fran Millar
(CEO)Previously CEO at Belstaff, INEOS Hygienics and INEOS Grenadiers Cycling Team.
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