Customer & Community Service Manager
New
T
The KK GroupEvents and Membership
London, England, United KingdomContractMiddle
Salary£28,000 to £34,000 depending on experience
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Job Details
- Required Skills
- Customer serviceWritten communicationCRMZendesk
Requirements
- Experience in a customer service role.
- Experience managing online communities.
- Experience using CRM software.
- Excellent organizational and task management skills.
- Strong written communication skills.
- Ability to remain calm under pressure and handle sensitive situations with discretion.
- Proactive and professional approach to problem-solving.
- Proficiency with Zendesk and Intercom (highly desirable).
- Experience with community moderation (highly desirable).
- Familiarity with membership businesses, events, or digital products (highly desirable).
Responsibilities
- Manage customer inquiries across multiple brands including ticketing, email, app, booking, and payment support.
- Oversee day-to-day operations of the online members club, including moderation of chat groups, events, and user profiles.
- Coordinate community activity, including scheduling member workshops, managing host relationships, and maintaining the community calendar.
- Ensure a safe, respectful environment by moderating user content and investigating reported behavioral concerns.
- Improve customer service systems including Zendesk, Intercom, and knowledge base documentation.
- Identify recurring issues to develop process improvements, automation, and AI-assisted support solutions.
- Provide support during major launches, events, and cruises, including occasional evenings and weekends.
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