About MAGIC AI
MAGIC AI is an elegant in-home health coach that utilises computer vision, connected weights, and 3D cameras to provide personalised training sessions led by world-renowned athletes. We have gained recognition and exposure, being stocked in Selfridges, featured on Good Morning Britain, and listed as one of Fast Company's World's Most Innovative Companies of 2024. With just a small team, our company achieved a substantial revenue rate during its first financial year.
MAGIC AI is the pioneer in offering users the opportunity to perform exercises in front of an intelligent hologram mirror. Our cutting-edge proprietary computer vision software enables real-time form correction, rep counting, and live feedback, resulting in a fully customised workout experience. We have also collaborated with top athletes to create exclusive workout content, revolutionising the way users can be trained in sports, strength training, yoga, dance, and more. With us, individuals can benefit from personalised tracking and feedback, as if being privately coached and corrected by the world's best, without the hefty fees typically associated with personal training.
We have secured venture capital funding from prominent multi-billion-dollar VC funds, who have also invested in well-known companies such as Grover, Scalapay, Onfido, as well as notable founders and angels from Spotify, Stripe, Facebook, Hopin, and Tough Mudder.
About the Role
The Customer Experience Manager will be the first hire within a new Customer Care department, and you will be responsible for helping to build it out as a function. You will own communication between the brand and our rapidly growing community, pre-purchase and post purchase. You will also be responsible for making our customers feel part of a community, through the use of online private groups, physical events and more. You’ll be reporting directly to the Head of Operations and liaising across the business and with our external partners.
What is involved
- Take ownership of customer support, serving as the primary contact to address inquiries and resolve issues. You’ll act as a customer advocate, committed to ensuring a positive experience.
- Proactively engage with customers seeking to return products, identifying their concerns and offering solutions to retain their business.
- Act as the first responder to customer emails, live chat, and support tickets, ensuring prompt and efficient responses to deliver timely solutions.
- Develop scalable customer processes, including expanding our support centre by creating helpful articles and resources.
- Collaborate with internal teams to provide problem-solving support and ensure an outstanding experience for our customers.
- Communicate with external stakeholders to address orders and resolve customer issues, ensuring clear, professional interactions and effective solutions.
- Analyse data and customer feedback to report back on and identify areas for improvement based on your insight into recurring issues - be the voice of the user.
- Potential weekend coverage of live chat channels on rota basis.
- Assist in building, managing and growing our private community Facebook page.
- Keep customers excited and engaged with the product through online & in person events.
- Exhibit at retail events (like the Ideal Home Show).
Requirements
- Previous experience in a D2C customer service role, preferably in e-commerce or retail within a startup / high growth environment.
- Exemplary communication skills, able to communicate empathetically with customers and comfortable with speaking to key stakeholders both internally and externally.
- You’re a problem solver who enjoys thinking laterally to find innovative solutions for customers.
- You quickly grasp new concepts and work efficiently on your own. You prioritise responding to customers promptly with accurate information. You’re able to overcome obstacles independently, handle competing priorities, and make confident decisions even without all the details.
- You’re eager to invest time in enhancing and refining processes. You can adapt, stay flexible, and work well with others, even when things aren’t fully streamlined. You have a knack for identifying efficiency opportunities and driving improvements.
- You quickly grasp product and technical details and can explain them in a simple and clear manner.
- Comfortable helping adhoc with other parts of the business as required.
- Meticulous and thorough in paying attention to details.
- Self-motivated and capable of working independently.
- Able to work effectively and cooperatively in a team setting.
- You don't have to be a regular gym-goer, but you should be passionate about revolutionising how people exercise!
Nice to Haves
- Experience with live chat apps such as Gorgias or Tidio.
- Experience using Shopify.
- Passion for fitness, ideally with experience supporting fitness products and working out.
Benefits
- Competitive salary
- Potential Share Options in the company.
- An impact from day one. Our business is scaling by the day. You'll work on ambitious projects, and your contribution will significantly impact the success of MAGIC AI now and in the future.
- Growth Opportunities
- Unlimited Holiday (self-directed time off)
- Flexible Home/Hybrid Working from our London HQ (At least 2 days WFH per week)
- Mental Health Wellbeing support
- Professional learning & development budget
- All. The. Fun. Regular awesome socials
