Customer & Community Service Manager

KK GroupMembership community

London, England, United KingdomContractManager

Salary£30,000 to £34,000 depending on experience

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Job Details

Experience in customer service.
Experience managing online communities.
CRM experience.
Excellent organisational skills.
Strong written communication.
Confidence handling sensitive situations.
Be comfortable handling private personal information, sensitive member situations, reports of inappropriate behaviour, community disputes, and safety concerns.
Zendesk experience is highly desirable.
Intercom experience is highly desirable.
Community moderation experience is highly desirable.
Experience with membership businesses, events, apps, or digital products is highly desirable.
Flexible working hours based on customer demand, with some evenings and weekends required.

Respond to customer enquiries across ticket systems, email, app, booking, membership, event, and payment support.
Manage the day-to-day operation of the online members club and support member engagement.
Review and approve member events and chat groups, and manage community conversations.
Review reported profiles, photos, messages, feed posts, and events; escalate safeguarding or behavioural concerns where appropriate.
Coordinate educator schedules and arrange at least two member workshops each month.
Create platform events and support online and in-person member experiences.
Operate and improve Zendesk, Intercom, the Help Centre, and the knowledge base.
Identify recurring customer issues and improve workflows, help articles, customer journeys, and support systems.
Explore AI-assisted support, knowledge automation, chatbot and self-service capabilities, and automation for repetitive community tasks.
Support members during launches, events, and cruises, including extended hours or weekend work when required.

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