Overview
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.
About the role
TALA is a digital-first, multichannel women’s athleisure brand with a growth and retention strategy. We’re seeking a Customer Service Manager to join our team and support the Commercial Director.
Responsibilities
- Delivering excellent service: Lead the customer services team to provide the highest standards of service to 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 for the leadership team.
- Maintain a catalogue of customer service reply templates to ensure accuracy of content and consistency of brand tone of voice.
- Team management: Maintain rosters and holiday planners to ensure optimum levels of resource to meet customer demands and trading plans.
- Provide leadership and guidance to the customer services team for continuous development and to highlight areas for improvement.
- Recruit and oversee the training of new team members as we continue to grow.
- Systems and processes: Become an expert in customer service systems and processes.
- Collaborate with the Retail Management team to design and deliver a seamless customer journey with clear, consistent communication across departments.
- Liaise with fulfilment partner and logistics team on 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 integrations to improve service, KPIs and customer experience.
- Manage chargeback/inquiries within payment gateways to minimise impact to the customer and TALA.
Requirements
Who You Are:
- Energetic, innovative and a great team leader.
- Thrives in a fast-moving, rapidly changing atmosphere.
- Passionate about the customer, keeping them at the heart of everything we do.
Skills & Experience:
- Experience leading a customer service team, ideally within an e-commerce environment, using written communication (email, chat, socials, etc.).
- Proven experience working across multiple systems with high accuracy and timely delivery.
- Ability to problem-solve and think quickly and creatively to find solutions for customers.
- High levels of computer literacy, with confidence to implement system changes when needed.
- Keen eye for detail.
- Strong time and task management skills.
- A passion for disruptive products and start-ups.
- Demonstrated success in translating large data into reporting for the intended audience.
- Experience with Shopify and Gorgias is an advantage.
- Experience in the fashion industry is an advantage.
Benefits
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 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 founded TALA in 2019. The 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
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