At a Glance
- Tasks: Manage customer interactions across digital channels and enhance the customer experience.
- Company: Dynamic company focused on community engagement and digital excellence.
- Benefits: Full-time role with competitive salary and opportunities for travel to Switzerland.
- Other info: Ideal for those passionate about fitness and wellness, with great career growth potential.
- Why this job: Join a fast-paced environment and make a real impact on customer satisfaction.
- Qualifications: 2-4 years in customer service or community management, fluent in English and French.
The predicted salary is between 35000 - 45000 £ per year.
The Community & Digital Customer Service Manager will play a key role in supporting the day-to-day operation of our digital customer experience. You will manage customer interactions across our app, website, email and social channels, ensuring customers receive timely, helpful and brand-aligned support. You will also act as the link between our customers, marketing team, operations teams and technology partners, helping identify opportunities to improve the digital experience while fostering a positive and engaged community. This is a hands-on role suited to someone who enjoys problem-solving, building relationships and delivering excellent service in a fast-paced, growing business.
Location: London (2-3 days per week)
Travel: Travel to our Switzerland HQ in Lausanne every 2 weeks.
Experience:
- 2-4 years' experience in customer service, community management, digital operations or a related role
- Experience supporting customers across digital channels including email, social media and web platforms
- Strong written and verbal communication skills in English and French
- Excellent organisational skills with strong attention to detail
- Comfortable managing multiple priorities in a fast-paced environment
- Experience using customer service platforms, CRM systems or ticketing tools
- Good understanding of social media platforms and online communities
- Confidence working with digital products, websites and mobile apps
- Proactive problem-solving mindset with a customer-first approach
- Strong stakeholder management and relationship-building skills
Desirable:
- Experience within FMCG, hospitality, wellness, fitness or consumer lifestyle brands
- Familiarity with website CMS platforms and mobile app environments
- Experience working with agencies or external technology partners
- Knowledge of CRM and customer engagement tools
- Interest in running, fitness, wellness or healthy living
Personal Attributes:
- Positive, approachable and customer-focused
- Strong ownership mentality and willingness to take initiative
- Calm and solutions-oriented under pressure
- Highly organised and detail-oriented
- Collaborative team player
- Adaptable and eager to learn
- Passionate about delivering exceptional customer experiences
Community & Digital Customer Service Manager employer: Hosco
As a Community & Digital Customer Service Manager, you will thrive in a dynamic and supportive environment that prioritises employee growth and development. Our London office fosters a collaborative culture where innovation is encouraged, and you will have the unique opportunity to connect with our headquarters in Switzerland, enhancing your professional network and experience. With a strong focus on work-life balance and a commitment to delivering exceptional customer experiences, we offer a rewarding career path for those passionate about community engagement and digital excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Community & Digital Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hosco. 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 Hosco 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 Community & Digital Customer Service Manager
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 Hosco:Your cover letter is your chance to shine! Tell us why you want to work at Hosco 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 Hosco!
How to prepare for a job interview at Hosco
✨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.
