Customer Support Manager

Job Description

Job title: Customer Support Manager

Company: Feeld

Job description: Summary:

At Feeld, we are creating a world where where everyone is more intimately connected to each other and themselves. We are building an inclusive, human-centred product and are looking for a Customer Support Manager to become part our remote team and our mission to elevate the human experience of sexuality and relationships.

You will be responsible for owning Customer Support and Content Moderation.

To be right for this role, you should have strong customer service and conflict resolution skills, displaying empathy and high emotional intelligence. You are resilient and are able to adapt and tolerate stress. You are able to get the best work out of others.

What you will do:

Oversee the team’s handling of customer queries and offer support for the highest tier of escalations through to resolution, empowered by knowledge of processes, policies and procedures, and empathy and compassion.

• Maximise utilisation of Zendesk to achieve optimal Customer Support satisfaction.

• Identify areas of improvement and propose new processes and workflows to meet quality of speed and service KPIs, trust and safety KPIs, and overall customer satisfaction KPIs.
• Develop new ticketing strategies and macros to respond to incoming customer tickets effectively and efficiently.
• Track ticket trends or arising issues and coordinate effectively with cross-functional teams to achieve quick resolve time.
• Execute multichannel Customer Support and Content Moderation strategies.

• Manage the relationship with our BPO (Business Process Outsourcing) partners, in coordination with Trust and Safety Lead and.

• Forecast and optimise frontline human resources.
• On-board and train new Customer Support and Content Moderation hires (in collaboration with BPO).

• Establish quality standards and monitor the team’s adherence to these through a Quality Assurance programme.

• Set and adjust customer satisfaction targets and work with our BPO partners to meet targets consistently, with the aim of improving customer engagement, retention, and satisfaction.
• Ensure the wellbeing of the frontline Customer Support and Content Moderation teams, with the support of our BPO partners, and provide or procure resources to cope with the difficulties that may present.
• Stay updated on developments in the customer services and content moderation fields and apply best practices to areas of improvement

How you will grow:

• Partner with our award-winning Content team to build a Help Centre that goes beyond industry standard.
• Partner with the Trust & Safety, Product, Engineering, and Data teams on a strategic level.

Requirements

About you:

• You excel at customer service and conflict resolution, displaying empathy and high emotional intelligence.
• Your approach is compassionate and assumes best intentions.
• You display resilience and are able to adapt and tolerate stress.
• You have proven experience handling confidential and sensitive information with discretion and care.
• You have strong report-writing skills.
• You have a strong sense of time management and urgency.
• You are able to work independently and collaborate with others effectively.
• You have excellent written and verbal communication skills.
• You have exceptional planning and organisational skills.
• You show attention to detail.
• You work well in a remote environments.
• You are proficient in Slack, Notion, and Zendesk.

Bonus points:

• You have experience with stakeholder management. Ideally, the holder of this role has successfully managed relationships with BPOs and vendors before, and have learnings and best practices to implement.
• You have a high level of self-awareness and know when you step away and raise your hand when you need help.

Benefits

About us:

Feeld is an independent, experimental and fully remote organisation reshaping the dialogue on dating and sexuality. The company was founded in 2014 and has evolved since to become the open, distributed structure it is now. We have a naturally agile and fluid culture. The whole team is fully remote, which means you work where and when helps you perform at your best. We regard autonomy highly and treat our organisation as a product – we iterate, improve and test things internally to see what works best for everyone.

Our culture:

We believe in creating a safe work environment through humanity, fluidity, safety, transparency and progressiveness. When hiring, we look for culture add rather than culture fit.

Because we are a fully remote team, it’s especially important that we create an environment where our colleagues feel included and connected as humans.

Diversity, equity, inclusion and belonging at Feeld:

Feeld promotes open-mindedness, inclusion, diversity and kindness, both in the world and among our own workforce.

We encourage and welcome applications from people with a history of marginalisation, whether because of race, gender expression or identity, sexual orientation, national origin, disability (seen or unseen) or any confluence of intersectional identities.

Our goal is a barrier-free application process and working environment. If you require further details or assistance or have any questions about this process, please let us know at .

Compensation and perks:

We are conscious of how our work and decisions impact other humans and the environment. We design our product and organisation with consideration for the wellbeing and happiness of our members and colleagues. We believe in technology and working environments that enable people to live a meaningful, fulfilled life.

Therefore, we offer our staff:

• Flexible working hours
• Unlimited paid time off
• A fully remote working situation
• GBP £3k equipment and home office budget
• Learning & development budget
• On demand therapy sessions and mental health support via
• Company retreats

Feeld’s way of working is designed to proactively prevent burnout and an “always on” culture.

We strive for complete openness of information within the organisation and for enabling honesty on our platform. Internally, we keep decision-making transparent to keep each other accountable and make sure all voices are heard.

That is why we offer:

• Open and transparent base salary ranges
• At Feeld we believe all humans deserve to make a competitive wage. That’s why we offer a Baseline Freedom Salary of £60,000 GBP per year.
• The base salary for this role is determined by Level and Step, as well as geographic location, but we estimate that this role can earn between £113,626- £128,277. GBP based on the requirements listed in this job description.

Our interview process:

• Your first conversation with Feeld will be a screening call with our recruiter, where you’ll be able to ask – and receive answers – regarding any general questions you have and to confirm the role is a fit for what you’re seeking.
• Your second conversation will connect you directly with the hiring manager for the role you’re applying to. Here, you’ll have a chance to ask more questions about the work you’ll be doing. This conversation will also focus on your past work experiences.
• The next step for most of our roles is a candidate challenge. This is an evaluation of the skills relevant to be successful in this role and generally takes about an hour to complete.
• Your third conversation allows you the opportunity to meet the team members you might be working with on a daily basis. Here, you’ll be able to ask questions about team processes, workflow, and the employee experience at Feeld.
• We generally make an offer within 2 weeks of our final call, and offer a flexible start date that can begin as early as the next Monday after you sign our offer documentation.
• Of note: all of our interviews are conducted remotely, and our interviewers will work with you to find an agreeable interview time based on mutual availability.

We understand we’re asking you to invest your time and best efforts in our process, and are appreciative of getting the chance to better know who you are as a person and candidate. In return, we’re committed to offering transparent communication and prompt feedback as you navigate this application with us.

To find out more about Feeld, (available on iOS and Android).

Expected salary: £113000 – 128000 per year

Location: London

Job date: Sat, 23 Dec 2023 23:56:28 GMT

Apply for the job now!