OVERVIEW:
We’re looking for a passionate and customer-focused Customer Support Agent to join a fast-paced, global Customer Experience team. In this role, you’ll deliver a world-class service across multiple channels including email, social media, and web chat - ensuring every interaction feels personal, insightful, and aligned with the brand experience.
Operating in a 24/7 environment, you’ll be part of a dynamic team that puts the customer at the heart of everything. You’ll play a key role in building trust, loyalty, and long-term relationships with a highly engaged and digitally savvy customer base.
WHAT YOU'LL BE DOING:
- Managing customer interactions end-to-end, ensuring a timely and effective resolution for every query
- Delivering exceptional service across email, live chat, and social media channels
- Acting as the voice of the customer - providing feedback and identifying areas for improvement
- Making confident, customer-first decisions while balancing business impact
- Proactively identifying opportunities to exceed expectations and delight customers
- Building strong product knowledge to educate and guide customers effectively
- Following up on customer queries to ensure complete satisfaction
- Collaborating with internal teams to resolve complex issues
- Reporting trends and insights to leadership to support continuous improvement
- Supporting colleagues and contributing to a collaborative, high-performing team environment
- Working flexible shifts, including evenings, weekends, and holidays as part of a 24/7 operation
WHAT YOU'LL NEED:
Essential Criteria:
- 1–3 years’ experience in a customer service or customer-facing role
- Proven ability to deliver high-quality service in a fast-paced environment
- Excellent communication skills, with the ability to build rapport and trust
- Strong problem-solving skills and the ability to think independently
- Comfortable working in a fully digital environment across multiple systems
- Experience managing customer queries via online channels (e.g., chat, email, social media)
- Ability to prioritise workload, manage time effectively, and stay organised
- Flexibility to work rotating shifts, including evenings and weekends
- A proactive mindset with a passion for helping customers and improving service
- Ability to adapt to change and thrive in a rapidly evolving environment
- Experience working independently while maintaining strong team collaboration
- High level of professionalism, emotional intelligence, and resilience
LOCATION:
Please note this is a hybrid role and requires the successful candidate to attend at least 3 days a week in GSIQ, Solihull, UK.
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