At a Glance
- Tasks: Manage UK customer happiness operations and ensure timely responses to queries.
- Company: Join tonies, the leading interactive audio platform for children.
- Benefits: Enjoy competitive salary, discounts, generous time off, and continuous learning opportunities.
- Other info: Be part of a diverse team that values collaboration and inclusion.
- Why this job: Make a real impact on children's storytelling experiences while working remotely.
- Qualifications: Experience with BPO management and strong knowledge of Zendesk required.
The predicted salary is between 29700 - 36300 £ per year.
About tonies: tonies is the world’s leading interactive audio platform for children, with over 12 million Tonieboxes and 165 million Tonies sold globally. Our intuitive, screen-free system empowers children to learn and play independently in a safe and engaging way. With a presence in over 100 countries and a diverse portfolio of ~1,500 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning. Since our IPO in 2021, our global team of 630+ colleagues is united by a shared mission: shaping the future of play, learning, and imagination.
You as part of tonies: The Customer Happiness Manager manages the day to day UK Customer Happiness operation by working with an external BPO partner. They serve as the subject matter expert and knowledge holder for all tonies® UK & IE information. The focus of this role is ensuring that UK customer queries are answered on time, by keeping workflows efficient and consistently updated to allow the customer's issues to be addressed promptly and efficiently.
Your tasks and responsibilities will include:
- UK Operations
- Own the Zendesk inboxes, ensuring that all tickets are handled within SLA and processed on time. Contacts include Offline written tickets, Live Chats, Returns, Reviews
- Handle escalated tickets where manager input is required
- Deliver training for new starters
- Complete Quality Assurance Audits
- Process Adyen and PayPal disputes
- Business Central administration, ensuring accurate processing, posting, and reconciliation of transactions.
- Work closely with UK Operations and Marketing teams to proactively prepare for revenue generating initiatives, and to reactively communicate issues as they arise
- Collaborate with the Socials team on donation initiatives, including coordinating and documenting donation orders.
- Consolidate and share team feedback about necessary changes and updates that will help improve the customer experience
- Complete weekly CSAT analysis to determine drivers of dissatisfaction and pain points
- BPO Management
- Ensure the BPO agents provide an amazing customer experience across all support channels
- Responsible for hitting Global Customer Happiness KPIs
- Main contact point for BPO for any UK customer related issues
- Mentor and provide support for tickets and questions escalated by BPO agents
- Global Collaboration
- Work with Global Zendesk administrator in order to design and implement chatbot experiences
- Work with Global Customer Happiness counterparts on standardised onboarding processes and training materials
- Calibrate with other Global Customer Happiness teams on Quality Assurance topics
- Represent Customer Happiness in collaborative work with the Quality and Legal teams for High Risk issues
What we are looking for:
- Experience managing or working closely with a BPO or outsourced support partner
- Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management
- Experience handling payment disputes/chargebacks (e.g. Adyen, PayPal) is a plus
- Proven ability to design, deliver, and continuously improve training programs
- Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements
- Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements
- Excellent stakeholder management skills, able to work cross-functionally with Operations, Marketing, Product, Quality, and Legal
- Strong communicator, comfortable owning escalated and high-risk customer issues
- You must be currently located in the UK.
Why tonies?
- Global Teamwork: We collaborate across departmental and country borders. You’ll be part of a truly international community where every voice is heard.
- Come as you are: This applies to the dress code and everything else. We believe you give your best when you feel truly comfortable being yourself.
- Competitive Package: We offer a competitive salary and a range of comprehensive benefits tailored to your specific location, which we’ll share during the recruiting process.
- Collaboration & Community: We’re big on "we." You’ll join a team that values connection and celebrates wins together, no matter the time zone.
- Continuous Learning: Benefit from internal/external training and an individual learning budget to keep your skills as sharp as a Tonie’s ears.
- Tonie Discounts: Enjoy attractive discounts on our entire range of products. You’ll quickly become the favorite guest at every birthday party!
- Rest & Recharge: Great work requires a clear head. You’ll enjoy generous paid time off to ensure you have plenty of time for your own stories.
Good to know: As part of our principles, we are committed to supporting inclusion and diversity at tonies. We actively celebrate our colleagues’ different abilities, ethnicities, faith and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
We look forward to hearing from you!
Remote Customer Happiness Manager, UK & IE (remote within the UK) in Hungerford employer: tonies UK Limited
At tonies, we pride ourselves on being an exceptional employer that champions creativity and innovation in a vibrant work environment. Our London office offers a hybrid working model, generous leave policies, and a strong focus on employee wellbeing, ensuring that our team members thrive both personally and professionally. With ample opportunities for career growth and a commitment to diversity and inclusion, joining tonies means becoming part of a mission-driven company dedicated to making a positive impact on children's lives worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Happiness Manager, UK & IE (remote within the UK) in Hungerford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at tonies UK Limited. 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 tonies UK Limited 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 Remote Customer Happiness Manager, UK & IE (remote within the UK) in Hungerford
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 tonies UK Limited:Your cover letter is your chance to shine! Tell us why you want to work at tonies UK Limited 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 tonies UK Limited!
How to prepare for a job interview at tonies UK Limited
✨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.
