Customer Support Team Lead - FTC at Gymshark

OVERVIEW: As a UK Customer Support Senior Team Lead, you’ll play a pivotal role in shaping the day‑to‑day experience of both our customers and our support agents. You’ll lead from the front - coaching, mentoring, resolving escalations, and ensuring our teams consistently deliver outstanding service. You’ll be a trusted people manager who protects and champions our culture and values, keeps teams engaged and motivated, and drives performance through best‑practice operations and data‑led decision making. Operating with a high level of autonomy, you’ll make confident decisions while knowing when to collaborate with your manager for guidance. This is a 12-month FTC WHAT YOU'LL BE DOING: • Leading and developing a team of 5–10 Customer Support Agents, creating individual development plans and managing performance • Acting as the first point of escalation for complex customer issues, complaints, and agent support needs • Driving performance against KPIs through real‑time coaching, feedback, and training • Managing attendance, scheduling, overtime, holidays, and shift adjustments in line with policy and legislation • Delivering expert real‑time queue management, distributing agents across tools and systems to meet demand • Hosting daily start‑of‑shift huddles and leading weekly team meetings • Monitoring agent adherence, productivity, and engagement using dashboards and performance data • Supporting high‑volume 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 the Customer 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 YOU'LL NEED: Essential Criteria: • 2+ years’ experience as a Manager, Supervisor, or Team Leader • Experience in a fast‑paced, customer‑facing 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, solution‑focused mindset with strong problem‑solving 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. We’re 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. We’re 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 you’d like to request a reasonable adjustment please email [Upgrade to PRO to see contact]. ABOUT US. We’re 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. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re 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.