At a Glance
- Tasks: Lead and manage our Command Center operations while ensuring top-notch customer service.
- Company: Join Bond, a revolutionary AI-powered personal security company with a global presence.
- Benefits: Enjoy competitive salary, bonuses, stock options, and generous time off.
- Other info: Dynamic startup culture with opportunities for growth and development.
- Why this job: Be part of a mission-driven team transforming personal security for everyone.
- Qualifications: Fluent in English and another language, with strong leadership and operational experience.
The predicted salary is between 31500 - 38500 £ per year.
Director, Customer Operations - Fluent in English and a second language (Spanish, Portuguese, Hebrew or other)
This position will require periodic visits to our office near Birmingham.
About Bond
Bond is a US based International personal security company that is revolutionizing Security with its novel paradigm of AI-Powered Preventative Personal Security.
Specifically, Bond operates as a pre-emergency Personal Security Companion/guardian, available to look after Bond members (end-users) when they are uncomfortable.
Bond can detect anomalies/threats, engage to check on the members, calm them down, guide them, deter unwanted company and orchestrate first responders.
Bond’s mission is: personal security for all.
Bond is operational in 28 countries and growing.
The largest corporations in the world are adopting Bond for all employees (not just for executives, but also retail store employees, sales associates, drivers, home care nurses, etc.), cities and universities.
Watch this video
Bond combines cutting edge technologies and AI with 24/7 Bond Personal Security Agents who respond in seconds from Bond Command Centers around the world.
Bond is experiencing hyper growth and is seeking highly motivated, energetic team-members who want to be part of a mission and grow with the company and its highly meritocratic culture.
Bond advisors include leading security experts around the world, former heads of metropolitan and national police departments, heads of FBI and Secret Service, military special ops units, cyber security bureaus and more.
Come join the Bond mission.
Description
Bond is searching for a dynamic Director of Customer Operations.
This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing the company in customer-facing engagements.
- What You’ll Do
- Lead and Manage our Command Center Operation
- Lead and Manage Command Center team members, ensuring goals are met on a daily and hourly basis and being positioned to assist agents and clients alike should a concern arise.
- Represent Bond to customers, partners, the public, government, and other external sources
- Establish short-range and achieving long-range objectives and strategies, and drive action to achieve them in a member and subscriber-based environment.
- Develop and enhance processes to strengthen the Operations Framework
- Identify the training needs of team members and create/administer formal developmental and training/mentoring programs.
- Effectively evaluate situations, identify critical issues, and support team members in a high-intensity, potentially high-stress environment.
- Establish or suggest improvements to applications, ideas, relationships, systems, or contributions.
- Coordinate the creation of staffing solutions
- Identify and analyze trends and patterns and produce strategic reports, dashboards, metrics for Command Center Operations and presentation to Senior Leadership
- Coordinate the Work and Activities of Others to ensure results are Timely, Accurate, and Complete.
- Report on daily, weekly, monthly activities to key stakeholders.
- Maintaining incident logs, client reports, and other activities
- Scheduling events, programs, and activities, as well as the work of others
- Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.
- All other duties as assigned.
- Required Experience
- Fluent in English and a second language (Spanish, Portuguese, Hebrew, or French)
- Bachelor’s degree in field or another related field.
- 3+ years of Customer facing experience
- 3+ years of Operational experience
- 3+ years of People Management experience in a large corporation
- 2+ years of Project/Program management experience
- Strong communication, verbal and written and collaboration skills at the senior leadership level, with both team members and customers
- Strong Presentation skills
- Proficient computer skills and Operational System knowledge to include Microsoft Office applications, G-Suite, and other online applications and programs
- Mentor and leader with a strong track record of hiring and motivating great teams
- Excellent management, interpersonal and team leadership skills – seamless ability to inspire and engage company team members
- Ability to communicate and mediate conflict, disagreements, or miscommunications with tact and diplomacy.
- Demonstrated ability to operate effectively in a fast-paced, ambiguous startup environment
- Experience leading global teams and working with customers around the world
- Nice to have
- Total Rewards
As a high-tech security start up, efficiency is vital to the work we perform daily.
As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.
We’ve been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.
- At Bond, You’ll Enjoy
- Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
- Competitive Starting Salary commensurate with geographic location and skills/qualifications, plus benefits and bonus potential).
- Quarterly Bonus
- Stock option grants at a high growth startup.
- Generous time off and sick time benefits
- Bond security services for you and your loved ones ($450 value per person)
- Growth and development opportunities to advance your career – as we grow as a startup, we strive to promote from within.
- Employee will be automatically enrolled in the Employer's pension scheme
Bond is an equal opportunity employer and values diversity at our company.
All applicants will be considered without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, breastfeeding, or other related medical conditions), sexual orientation, age, marital status, veteran status, or disability status.
Bond maintains a drug-free workplace and may perform pre-employment substance abuse testing and background checks, where permitted by law.
HYBRID/REMOTE POSITIONS
What You'll Need
- High-Speed Broadband service (wired Ethernet connection) with a minimum of 150 Mbps in a dedicated (single person use) environment or 300 Mbps if in a shared environment (having a backup internet provider is a plus!)
• For the Online Interview
- Windows based Notebook or Desktop computer, with a minimum processing speed of 1.6 GHz and 16 GB usable RAM available.
- Working High-Definition web camera.
- Well-lit, dedicated and quiet area from where to work without interruption or distraction. Must have a neutral visual or neutral virtual background.
- Workspace large enough to accommodate two monitors and a notebook computer.
Director of Customer Operations - Fluent in English and a second language (Spanish, Portuguese, Hebrew or other) – Remote - London, UK) employer: Bond
Bond is an exceptional employer that fosters a dynamic and meritocratic work culture, where your contributions are recognised and rewarded. With competitive salaries, generous time off, and opportunities for career advancement, employees are empowered to take ownership of their projects in a supportive environment. Located remotely with periodic office visits near Birmingham, Bond offers a unique chance to be part of a revolutionary mission in personal security, backed by a team of leading experts and cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Operations - Fluent in English and a second language (Spanish, Portuguese, Hebrew or other) – Remote - London, UK)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bond. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bond before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Customer Operations - Fluent in English and a second language (Spanish, Portuguese, Hebrew or other) – Remote - London, UK)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bond:Your cover letter is your chance to shine! Tell us why you want to work at Bond specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bond!
How to prepare for a job interview at Bond
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
