Customer Service Manager

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

📋 Description

• Oversee customer interactions across various KK Group brands.

• Address and resolve inquiries related to tickets, emails, apps, bookings, memberships, events, payments, and general customer concerns.

• Supervise the daily operations of the online members club.

• Review and sanction member social events and discussion groups.

• Manage member chat groups and event communities effectively.

• Foster member engagement and serve as the main point of contact for community-related issues.

• Collaborate with Community Advocates, ambassadors, hosts, educators, and workshop facilitators.

• Create and allocate operational tasks for Community Advocates and Hosts.

• Examine reported profiles, images, messages, feed posts, and events.

• Moderate profile images and uploads while upholding brand standards.

• Appropriately escalate safeguarding, behavioral, safety, and community-related concerns.

• Coordinate educator schedules and ensure a minimum of two member workshops are scheduled each month.

• Organize platform events and enhance both online and in-person member experiences.

• Operate and refine Zendesk, Intercom, the Help Centre, and Knowledge Base.

• Identify recurring issues and enhance workflows, documentation, communication pathways, and self-service resources.

• Investigate AI-assisted support, knowledge automation, chatbot functionalities, and automation for repetitive community tasks.

• Manage sensitive information, delicate situations, reports of inappropriate behavior, and community disputes with tact.

• Assist members during launches, live events, and cruises, including extended hours and weekend work when necessary.

⛳️ Requirements

• Proven experience in customer service.

• Background in managing online communities.

• Familiarity with CRM systems.

• Exceptional organizational abilities.

• Strong written communication skills.

• Confidence in dealing with sensitive issues.

• Experience with Zendesk and Intercom is highly desirable.

• Background in community moderation is highly desirable.

• Experience in membership-based businesses is highly desirable.

• Familiarity with event planning is highly desirable.

• Experience with apps or digital products is highly desirable.

• Organized, calm under pressure, empathetic, reliable, professional, proactive, and comfortable with decision-making.

• Willingness to work some evenings and weekends.

• Ability to work extra hours during significant launches and events.

🏝️ Benefits

• 25 days of annual leave plus bank holidays.

• Pension plan.

• Private health and dental insurance.

• Remote working options.

• Flexible working hours based on customer needs.

• Time off in lieu for weekend, evening, launch, and event duties.

• Opportunity to participate in the staff share option scheme after 12 months.

• Initially freelance, transitioning to PAYE.