D2C Head of Customer Experience

D2C Head of Customer Experience We usually respond within three days Salary: £40,000 to £55,000 Base (dependent on experience) Role: We are seeking a highly motivated and detail-oriented Head of Customer Experience & Training Coordinator to help support our virtual CS team and enhance customer experiences. In this role, you’ll primarily be assisting with day to day customer service operations via email and as a team lead you’ll assist in guiding our CS Agents, develop training materials, and provide hands-on training to ensure the team is equipped to delivery excellent service. Your contributions will help build strong customer relationships and support the growth of our business. Working Type: Hybrid (3 days in office) Location: Kennington *Please read requirements before applying* *This is a hybrid role with an expectation to work in our Kennington office 3 days a week.* About Elavate: Want to play a key part in scaling one of the UK's fastest-growing wellness brands? Elavate was launched in early 2024 with a primary goal of helping women achieve their skin goals, with science-backed Collagen. Since then we've rapidly grown to service over 10,000 Subscribers and we've an ambitious goal of becoming the UK's biggest Collagen brand in the next 24 months. Elavate was born after our Founder, Alex Philip, had enough of buying overpriced, low quality and foul tasting Collagen supplements for his mother. He was determined to make a superior Collagen product which actually worked, tasted great and was affordable. We're quickly becoming one of the most recognised Collagen brands on Social Media in the UK & we're just getting started! This is a career-defining opportunity to join a High Growth supplement brand, with massive upside potential (including top of market salary + performance bonuses). If you're a high-performer who thrives in high-growth environments, and are looking to make waves in the supplement industry, this is your opportunity. While we offer great benefits, this isn't a traditional 9-5 role - we expect each and every team member to move fast, have full ownership over their work and hold each other to a high standard. If you're not driven to own your work, execute swiftly, and innovate constantly, this isn't the right place for you. Core Job Responsibilities Directly manage the day-to-day operations of our Customer Support team while actively handling complex customer inquiries, subscription issues, and VIP customer communications. Your hands-on approach will ensure our team maintains exceptional service standards while you lead by example. Build, optimize and document our customer service processes to improve response times, customer satisfaction, and team efficiency. This includes creating comprehensive SOPs, developing templated responses, and implementing automation where appropriate to enhance our customer experience. Own key support metrics including NPS, first response time, and resolution time. You'll analyze these metrics to identify trends, implement improvements, and directly impact customer retention through proactive support strategies. Lead and develop our CS team through coaching, performance management, and regular feedback. You'll be responsible for training and maintaining high performance standards across the team while fostering a positive, customer-centric culture. Drive customer retention through proactive support initiatives, including implementing win-back strategies, developing customer education programs, and identifying opportunities to turn support interactions into sales opportunities. Additional Functions Act as the voice of the customer within the organization, providing regular insights and feedback to Product, Marketing, and Operations teams to improve the overall customer experience. Manage and optimize our help center content, ensuring customers can easily find answers to common questions and reducing ticket volume through improved self-service options. Develop customer feedback loops to identify common issues, product improvement opportunities, and potential churn risks. Success Metrics Improve and maintain key CS metrics: NPS, First Response Time (<4 hours) & Resolution Time Reduce customer churn rate through effective support interventions and proactive retention strategies Optimize CS team efficiency (tickets per hour, resolution rate) while maintaining quality standards Core Skills Hands-on customer support experience in a subscription-based business with proven ability to handle complex customer interactions while managing a team Data-driven approach to measuring and improving customer service metrics and team performance Quicker learner to new CS platforms (We currently use Commslayer) and ability to optimize its usage Strong process development skills with track record of implementing efficient support workflows Team leadership and coaching abilities with experience managing performance and development Qualifications 3+ years of customer support experience in D2C/ecommerce, with ideally at least 2 years in a team lead or management role Proven track record of improving key support metrics (NPS, response times) in a fast-growing environment Experience managing a team of 5+ support agents and demonstrated ability to scale a support organization Strong understanding of subscription business models and customer retention strategies Experience with support automation and process optimization Health and wellness industry experience is a plus Compensation & Perks Salary: £40,000 to £55,000 Base (dependent on experience) - Up to £5,000 Annual learning & Development Budget - Work desktop + laptop and full desk set-up (Dual Monitor, Ergonomic chair & standing desk option) - Vitality Private Health Insurance - Growth Opportunities (Rapidly develop your skills & career in a company that is driven by innovation and is growing fast) - Direct access to Founder - Free Elavate Products Why Work at Elavate? Elavate is one of the fastest-growing Supplement brands in the UK and we have an ambitious goal of reaching £100 Million in annualised revenue by the end of 2026. We're not just dreaming big, we have a clear strategy & momentum to get there. Joining Elavate early on our journey presents you with a few amazing opportunities: 1. Fast Track Promotions We believe in promoting based on capability, not just time served. As you demonstrate strong performance, exceed business targets and show personal ambition and drive to progress in your career, you'll have abundant opportunities to take on more responsibilities and step into higher level roles as we grow. 2. Accelerated Learning / Personal Growth Opportunities + Autonomy As we rapidly scale, you’ll have the freedom to pioneer many new initiatives and lead strategic projects that drive our growth. We encourage creative thinking and empower you to implement your ideas. Our agile, low-bureaucracy environment means quick decision-making and continuous learning. We value experimentation and see both success and challenges as opportunities for growth and innovation. 3. Top-of-the-Market Compensation Because our team is only comprised of the best-of-the-best, we pay the very top of market compensation + extra perks, to build a team full of real A-Players. At Elavate you'll have the opportunity to work with other talented high performers + have direct access to the founder daily. 4. Market Opportunity & Timing The UK Collagen industry is experiencing unprecedented growth. It is currently worth north of £1 Billion a year and still less than 15% of Women over 40 take Collagen on a regular basis. We have a huge opportunity to scale domestically as well as expand into more product categories & look into bigger markets abroad. Very Exciting Times Ahead! For Ambitious Builders If you're excited by the prospect of helping build something extraordinary, if you thrive on challenges, and if you want your work to have real impact - we want to talk to you. At Elavate, we're not just offering a job; we're offering the chance to shape an industry leader from the ground up. Department Customer Support Role Customer Support Lead Locations Main Office Remote status Hybrid