We’re looking for an experienced, proactive, and customer-focused Athlete Services Manager to lead the day-to-day delivery of customer and athlete support across our growing portfolio of events.

In this role, you will take ownership of how we support participants throughout their journey with T100 and our wider events, ensuring queries are handled efficiently, consistently, and to a high standard. As our business scales, you will also play a key role in developing our service function-implementing the systems, reporting, and standards required to support our global expansion.

Reporting to our Membership Strategy Director, this role is based at our London HQ

Key Role Responsibilities

Customer Service Management

• Own the day-to-day delivery of customer and athlete support across our events and customer channels.
• Ensure enquiries are responded to accurately, professionally and within appropriate service levels.
• Take ownership of complex or sensitive customer issues and escalations through to resolution.
• Establish clear standards, processes and ways of working for customer service.
• Maintain a consistently high standard of communication across all customer touchpoints.
• Identify opportunities to make support more efficient while maintaining a strong customer experience.

Athlete and Event Experience

• Develop a strong understanding of the end-to-end athlete journey, from registration through to event delivery and post-event support.
• Work closely with Event Ops to ensure the customer service team has accurate and timely event information.
• Coordinate customer support requirements ahead of key event periods and anticipate areas likely to generate increased enquiry volumes.
• Support onsite customer and athlete service where required.
• Ensure learnings and customer feedback from each event are captured and incorporated into future planning.

Processes, Systems and Reporting

• Own and continually improve FAQs, customer templates, knowledge resources and support processes.
• Ensure customer queries and resolutions are recorded accurately within relevant systems.
• Monitor enquiry volumes, response times, recurring issues and customer feedback.
• Provide regular reporting and insight on customer service performance and emerging trends.
• Identify opportunities for automation, self-service and process improvements.
• Help establish scalable systems and processes as the number of events and participants grows.

Cross-functional Collaboration

• Act as the key customer service point of contact across Membership, Events, Marketing and Product / Tech.
• Work with internal teams to resolve recurring customer issues at source.
• Represent the voice of the athlete/customer internally, sharing feedback and identifying opportunities to improve the participant journey.
• Support the development and delivery of wider customer experience initiatives.
• Ensure relevant teams understand emerging customer issues, operational risks and areas requiring action.

Who We’re Looking For

• 2-4 years’ experience in customer service, customer experience, participant support, events, hospitality or a similar customer-facing environment.
• Experience managing customer queries and resolving complex or sensitive issues.
• Previous experience managing or supporting the development of junior team members.
• Excellent written and verbal communication skills.
• Highly organised with strong attention to detail and the ability to manage competing priorities.
• Comfortable taking ownership and making decisions in a fast-moving environment.
• Strong problem-solving skills with a calm, practical and solutions-focused approach.
• Experience developing or improving customer service processes and ways of working.
• Comfortable using customer service platforms, CRM systems and other digital tools.
• Able to identify patterns within customer feedback and turn these into practical improvements.
• Strong cross-functional stakeholder management skills.
• Collaborative, entrepreneurial and comfortable working in an evolving organisation.
• An interest in sport, mass-participation events or endurance sport would be advantageous.