Customer Service Manager

About the role:

TALA, known for activewear 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 central London (near Vauxhall) with other startups on site

About us:

TALA is an activewear brand built to actively solve problems without creating new ones for people, the planet, or anyone else. Every collection prioritises functionality and thoughtful design, combining premium fabrics with multi-way versatility and flattering fits that deliver maximum impact with minimal effort. Each piece is crafted with attention to detail, ensuring women can look and feel their best with ease.

When founder Grace Beverley shifted from fast fashion to more sustainable options in her everyday clothing, she found a host of responsibly made options in every category other than activewear. Founding TALA in 2019, the proud female-led brand is on a mission to make consciously made active and off-duty styles accessible and inclusive without sacrificing performance or fit.

Read about TALA's people, purpose and product work here.

TikTok: @wearetala Instagram: @wearetala