Customer Support Team Lead - FTC

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 talent@gymshark.com.

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.