Customer Happiness Manager, UK & IE

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the daily operations of UK Customer Happiness in collaboration with an external BPO partner.

• Manage Zendesk inboxes ensuring timely handling of tickets within SLA.

• Supervise offline written tickets, live chats, returns, and customer reviews.

• Address escalated tickets that require managerial input.

• Provide training for new team members.

• Conduct Quality Assurance audits.

• Handle disputes related to Adyen and PayPal.

• Manage Business Central, ensuring accurate processing, posting, and reconciliation of transactions.

• Work alongside UK Operations and Marketing on revenue-enhancing initiatives and communication strategies.

• Collaborate with the Socials team on donation initiatives, including the coordination and documentation of donation orders.

• Gather and share team feedback to enhance the customer experience.

• Perform weekly CSAT analysis to identify sources of dissatisfaction and pain points.

• Ensure that BPO agents provide outstanding customer service across all support channels.

• Take ownership of Global Customer Happiness KPIs.

• Serve as the primary BPO contact for issues related to UK customers.

• Mentor and assist BPO agents with escalated tickets and inquiries.

• Design and implement chatbot experiences in collaboration with the Global Zendesk administrator.

• Work on standardized global onboarding processes and training resources.

• Align with global Customer Happiness teams on Quality Assurance matters.

• Represent Customer Happiness in Quality and Legal discussions regarding high-risk issues.

⛳️ Requirements

• Experience in managing or closely collaborating with a BPO or outsourced support partner.

• Strong proficiency in Zendesk or a similar helpdesk platform, including management of inboxes and SLAs.

• Experience in managing payment disputes/chargebacks, particularly with Adyen and PayPal, is advantageous.

• Demonstrated ability to design, implement, and continuously enhance training programs.

• Comfortable executing Quality Assurance audits and translating results into coaching and process enhancements.

• Analytical mindset with experience in utilizing CSAT and other KPI data to identify root causes and drive improvements.

• Exceptional stakeholder management skills across Operations, Marketing, Product, Quality, and Legal teams.

• Strong communication abilities with a comfort level in managing escalated and high-risk customer issues.

• Must currently reside in the UK.

🏝️ Benefits

• Competitive salary and a suite of comprehensive benefits tailored to your specific location.

• Opportunities for internal and external training.

• Individual learning budget.

• Discounts on the entire range of products.

• Generous paid time off.