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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. D