Customer Service Lead

Job description

Huel has an excellent reputation for the highest standards of Customer Service. We communicate with our customers and community where they need us, from social media, our forum, phone, live chat and email. As we continue to grow internationally, being able to service and support our customers all over the world is crucial to our continued success.  Huel has a customer strategy that puts our community at the heart of everything we do and we are now looking for an experienced Customer Service Team Lead to join us as we continue to expand our customer support team in the United States.


  • A true team player who can work from own initiative to manage a new and growing team in a ever changing environment

  • Provide timely communication with customers via email or phone or live chat, regarding pre-sales inquiries returns, and order processing

  • Manage a team to provide unparalleled customer experience from our forum to Facebook

  • Become an expert admin of our social channels, and engage with our customers with every post

  • Be the point of contact with our global distribution centers, carrier companies and finance functions to resolve customer queries

  • Provide training and support to new staff members and been seen as a local mentor

Requirements

  • A true people person, who can lead from the front and demonstrate our brand values

  • An experienced customer service professional with a clear understanding, and commitment to providing individual solutions to all inquiries

  • Experience with a Customer Service platform- eg Zendesk

  • Experience with dealing with customer inquiries via Social Media channels including Facebook, Instagram and Twitter.

  • Can truly work independently, able to take the correct decisions in a time sensitive environment to ensure customer satisfaction

  • A genuine appreciation of the impact of world class customer service, and the desire to deliver at an industry-best standard

  • The motivation to go above-and-beyond for our customers

  • A flexible approach to work, and the ability to work and manage as part of a dynamic team

(Please NO agencies)