Customer Success Team Lead

Customer Success Team Leader


We are looking for enthusiastic, friendly and agile Customer Success Team Leads with an interest in skiing to become key members of our Customer Success team.

About Carv and Motion Metrics

Motion Metrics Ltd is a London-based, sports technology scale-up with offices in London (UK), Innsbruck (Austria) and Shenzhen (China). Our first product is Carv, the world's first digital ski coach. Our smart inserts and trackers retrofit to any ski boot to measure motion (in 9-axis) and pressure data; this is then processed via our iOS or Android app to provide real time coaching.

We have worked with top-level instructors from PSIA (The Professional Ski Instructors of America), CSIA (Canadian Ski Instructors Association) & Interski to create algorithms that effectively assess ski technique. Carv gives real-time feedback through headphones to help you take your skiing to the next level through the provision of practical, skier-specific improvements.

Carv has the capacity to transform ski technique by providing one-on-one coaching for each day of skiing and we are able to take the learning of thousands of athletes and use it to improve the technique of an individual skier in fun, interactive and effective ways. Carv is pioneering a new type of sports wearable device within the fast-growing sports-tech industry. Thus far sports wearables have focused on tracking and motivation but Carv offers a teaching and coaching service, forging a new path within this sector.

This is an outstanding opportunity to work in a fast growing VC backed sports technology start-up in London, alongside a fantastic team of customer service and marketing experts, hardware and software engineers, who are all passionate about changing the paradigm of coaching.

Here’s what the press are saying:

“The biggest testament to Carv’s coaching abilities is that I could see my skiing improving in only a few hours.” - 5* review in Stuff Magazine

“Carv is surprisingly addictive” - Financial Times

"The speed with which real-time coaching was ironing out the wrinkles in my technique was striking. There’s no other way to get feedback quite like this. Instructors can only give you a debrief after your descent — and even then it will be based on what they suppose is going on in your boots. Carv’s coaching comes straight from the sole." - Sunday Times

About the role

We are looking for individuals to help us to continue to forge this new path within the sports-tech industry.

The customer success team leads will support Carv’s customer success activities by managing the seasonal team, resolving customer questions or complaints, and developing programs and procedures to enhance customer processes.

You will be given the opportunity to spend three months of the winter season based in our accommodation and office in Innsbruck, a world-renowned snowsports destination. Here, you will be provided with accommodation in our company flat in the city, with easy (and included) access to many resorts in the Tyrol region. For the remainder of the season, the work will be based in our London office in Vauxhall.

In the role, you will:

  • Work closely with the Operations team within Carv, providing a direct impact on the business from day one
  • Be at the forefront, helping to devise solutions and suggest improvements to any problems under the customer success umbrella
  • Lead intern onboarding and training starting in November
  • Manage Customer Success interns throughout the CS rotations (Product, Logistics, Sales and Membership)
  • Process and respond to customer queries through all of Carv’s communications channels, owning case escalation
  • Run analysis on the customer operations to identify pain points and opportunities
Ideal candidate

We are looking for outgoing, client-focused individuals, with the ability to produce high quality work both as part of a team and under their own initiative. Previous experience working in a customer-facing role would be advantageous; a knack for problem-solving is a must. The role would be ideal for a candidate who is wanting to build managerial skills, whilst also looking to get an insight into the fast-paced, young, dynamic work environment of a successful sports-tech start-up. Previous experience in leading a team is essential.

Our candidate is someone who:

  • Has a minimum of 2 years of experience in Customer Success/Support
  • Has a minimum of 1 year of experience in leading a small team
  • Enjoys working in close collaboration with team members, whilst also having the capacity to self-manage and prioritise their workload independently
  • Is effective at communicating in person, over the phone and by email; is patient and able to deal with difficult or frustrated customers in a positive and professional manner
  • Thrives in a fast-moving and evolving work environment
  • Is able to effectively manipulate data to draw out insights, identifying opportunities for improvement in processes and systems
Advantageous, but not required:
  • Conversational language skills

Location

The role will be primarily based in our London office a short walk from Vauxhall. This role will include up to three months in Innsbruck, Austria during the ski season. The “heart of the Alps”, Innsbruck is a vibrant and well-connected university town with ski resorts all over the local area - the perfect mountain base.

Remuneration

  • £30,000 per annum
  • Opportunity of working from our Innsbruck office for three months between mid-November and end of March; fully subsidised accommodation in the company flats in Innsbruck
  • Innsbruck season pass
  • Travel to/from Innsbruck

Applications

To apply, please send your CV and a covering letter to join@getcarv.com.