Customer Support Team Lead FTC

Gymshark

Job Location:

Solihull - UK

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

OVERVIEW:

As a UK Customer Support Senior Team Lead youll play a pivotal role in shaping the daytoday experience of both our customers and our support agents. Youll lead from the front - coaching mentoring resolving escalations and ensuring our teams consistently deliver outstanding service.

Youll be a trusted people manager who protects and champions our culture and values keeps teams engaged and motivated and drives performance through bestpractice operations and dataled decision making. Operating with a high level of autonomy youll make confident decisions while knowing when to collaborate with your manager for guidance.

This is a 12-month FTC

WHAT YOULL BE DOING:

Leading and developing a team of 510 Customer Support Agents creating individual development plans and managing performance
Acting as thefirst point of escalation for complex customer issues complaints and agent support needs
Driving performance against KPIs through realtime coaching feedback and training
Managing attendance scheduling overtime holidays and shift adjustments in line with policy and legislation
Delivering expert realtime queue management distributing agents across tools and systems to meet demand
Hosting daily startofshift huddles and leading weekly team meetings
Monitoring agent adherence productivity and engagement using dashboards and performance data
Supporting highvolume periods by jumping into queues when needed
Collaborating with Team Leads and Managers across locations to ensure seamless shift handovers and consistent service
Standing in for theCustomer Support Manager when required
Using data and insights to identify trends resolve issues and drive continuous improvement in the customer journey
Presenting and speaking confidently about team performance and results

WHAT YOULL NEED:

Essential Criteria:

2 years experience as a Manager Supervisor or Team Leader
Experience in a fastpaced customerfacing environment
Strong background in complaint handling and escalations
Proven performance management experience
Excellent written and verbal communication skills
Confidence using CRM systems and learning new tools quickly
A proactive solutionfocused mindset with strong problemsolving skills
Ability to build trusted relationships and inspire high performance

Desirable

Experience leading large teams across varied shift patterns
Strong understanding of data analysis and performance metrics
Coaching and mentoring experience

CLOSING DATE: Thursday 14th May 2026

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. Were an equal opportunities employer and for us that means we always strive to be as inclusive as possible in all aspects of employment right from your application. Were committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If youd like to request a reasonable adjustment please email .

ABOUT US.

Were here to unite the conditioning community. We believe that putting the sweat in today prepares us for tomorrow. So we give people the tools they need to reach further go faster be stronger. We celebrate those who show up for themselves to be their physical or mental best whatever that means for them. Its what we want for our community and our team. A team thats growing rapidly around the world. A collective of talented individuals working together to invent Gymsharks future. Our plans are ambitious and were looking for people who want to join us for the ride our growth will be your growth.

THE PERKS.

Standard benefits include:

Performance-based Bonus opportunity
Funded Healthcare benefit
25 days holiday additional day for your birthday & Bank Holidays
Contributory Employer pension scheme
Flexible benefits programme including salary sacrifice EV scheme dental insurance cycle to work tech scheme holiday trading
Gymshark Employee Discount & long service awards
Access to High Street cashback and discounts
Financial Physical and Mental Wellbeing Support
Enhanced Family Leave package
Life Assurance

Office location specific benefits include (IQ):

Gym Membership to The Lifting Club (LC)
Onsite lunch provision & coffee bars
EV charge points available

Office location specific benefits include (LDN):

Funded multi-site fitness membership

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.

Required Experience:

Contract

OVERVIEW:As a UK Customer Support Senior Team Lead youll play a pivotal role in shaping the daytoday experience of both our customers and our support agents. Youll lead from the front - coaching mentoring resolving escalations and ensuring our teams consistently deliver outstanding service.Youll be ...