Customer Service Manager

About the role:

TALA, known for active wear that keeps up with busy lifestyles, has been on a rocket ship since its 2019 founding by entrepreneur Grace Beverley. Built on largely organic socials, today we are a digital-first, multichannel women’s athleisure brand with a multi-faceted growth and retention strategy, trading on impressive numbers. TALA recently opened a 2,000-square-foot, double-fronted Store on London’s iconic Carnaby Street as part of our ambitious growth strategy, backed by a recent funding round.

We’re looking for a Customer Service Manager to join our growing team. This role reports to the Commercial Director.

Our customer service team operates 7 days a week, including bank holidays, and is an integral part of supporting the success of our brand through peak launch/sale periods, alongside normal business trading.

Delivering excellent service:

• Lead the customer services team to provide the highest standards of service to our customers in a professional and timely manner across all communication channels.
• Provide hands‑on assistance in managing more complex & escalated customer concerns.
• Deliver against customer service KPI’s, including speed of response/resolution, first contact resolution, service revenue and satisfaction feedback.
• Compile reporting of customer service performance with actionable insight forthe leadership team.
• Maintain a catalogue of customer service reply templates to ensure accuracy of content and consistency of brand tone of voice.

Team management:

• Maintaining Rota’s and holiday planners to ensure optimum levels of resource available to deal with customer demands & trading plans.
• Provide leadership and guidance to the customer services team for their continuous development and to highlight any areas for improvement.
• Recruit and oversee the training of new members of the team as we continue to grow.

Systems and processes:

• Become tanexpert in customer service systems and processes.
• Collaborate closely with the Retail Management team to design and deliver a seamless customer journey, ensuring clear, consistent communication and alignment across all departments to enhance the overall customer experience
• Liaise with our fulfilment partner and logistics team on any customer concerns to minimise future occurrences.
• Maintain knowledge base resources, including team training documents, macros & TALA help centre to contain accurate and up-to-date support.
• Identify and implement new platform features and propose new application integrations to continually improve service, KPIS and customer service efficiencies and experience.
• Manage chargeback/ Inquiries within payment gateways to minimise impact to the customer and TALA.

Who You Are:

• Energetic, Innovative and most importantly, a great team leader.
• The sort of personality that thrives in a fast-moving, quickly changing atmosphere.
• Passionate about the customer, keeping them at the heart of everything we do.

Skills & Experience:

• Experience of leading a customer service team ideally within an e-commerce environment, using written communication (email, chat, socials, etc.)
• Proven experience in working across multiple systems with high levels of accuracy and time delivery and autonomy.
• Ability to problem solve and think quickly and creatively to find solutions for our customers.
• High levels of computer literacy, with confidence to implement system changes/updates when needed.
• Keen eye for detail.
• Strong time and task management skills.
• A passion for disruptive products and start-ups.
• Demonstrated success in working with large amounts of data and translating this into suitable reporting for the intended audience.
• Experience working with Shopify and Gorgias is an advantage.
• Experience in the fashion industry an advantage.

What we can offer:

• A competitive salary and package
• Fun, start-up working culture including: team social events, brand collaborations, sample sales, awards
• A sense of mission, and contribution to the greater good
• Experience in a high-profile fast growth, VC-backed startup
• Employee discount and allowance on the best sustainable athleisure clothing in the UK
• Beautiful and bright offices in a historic building in…