Customer & Community Service - Manager

4 hours, 9 minutes ago
Freelance
Mid Level
Customer and Technical Support
The KK Group

The KK Group

The KK Group KK is a group of companies that empower women to make connections socially, sexually, romantically, and professionally. The KK Group’s brands empower women from the bedroom to the boardroom. We create experiences—both online and offline—th...

Textiles, Apparel & Luxury Goods
11-50

Description

  • Manage customer enquiries across ticketing, email, app, booking, membership, event and payment support channels.
  • Deliver timely, accurate and complete resolutions while maintaining a professional, consistent customer experience.
  • Oversee daily operations of the online members club, chat groups and event communities.
  • Review and approve member social events and chat groups, and encourage ongoing member participation.
  • Act as the primary contact for community issues and coordinate tasks with Community Advocates, ambassadors and hosts.
  • Moderate reported profiles, photos, messages, posts and events, enforcing brand and community standards.
  • Escalate safeguarding, behavioural and safety concerns and support investigations into member reports.
  • Coordinate educators and workshop hosts, maintain the community calendar and schedule at least two member workshops per month.
  • Manage and improve Zendesk, Intercom, the Help Centre and Knowledge Base.
  • Identify recurring issues and improve workflows, support content, self-service tools, chatbots and automation for customer support and community tasks.

Requirements

  • Experience in customer service and managing online communities.
  • CRM experience.
  • Excellent organisational skills and strong written communication.
  • Confidence handling sensitive personal information, inappropriate-behaviour reports, disputes and safety concerns with empathy and discretion.
  • Ability to remain calm under pressure, make sound decisions and work proactively and reliably.
  • Experience with Zendesk and Intercom (highly desirable).
  • Experience in community moderation, membership businesses, events, apps or digital products (highly desirable).
  • Comfortable working remotely with flexible hours, including some evenings, weekends and additional hours during launches or events.
  • Willingness to support work beyond defined responsibilities, including feature launches, booking-system testing, knowledge articles and events.

Benefits

  • £30,000–£34,000 salary, depending on experience.
  • 25 days of paid annual leave plus bank holidays.
  • Pension scheme.
  • Private health and dental insurance.
  • Remote working with flexible hours based on customer demand.
  • Time off in lieu for extended hours, launches, events and weekend work.
  • Freelance engagement initially, transitioning to PAYE.
  • Potential to join the staff share option scheme after 12 months.

Interested in this position?

Apply directly on the company website

Apply Now

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