At a Glance
- Tasks: Support customers across multiple brands and improve service systems.
- Company: Join a vibrant community-focused company with diverse brands.
- Benefits: Competitive salary, 25 days leave, private health, and potential share options.
- Other info: Remote role with flexible hours and opportunities for growth.
- Why this job: Be the heart of customer experience and make a real difference.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 28000 - 35000 £ per year.
We are hiring a Customer & Community Service Manager to support members and customers across the KK group of brands including WAX, KK Events, KK Cruise and KK Club. This role sits at the centre of our community. You will be responsible for customer service across all brands, ensuring members receive fast, thoughtful and professional support at all times. You will operate our customer service systems, respond to tickets, and ensure customer issues are resolved efficiently and with care. This is not a basic support role. We are looking for someone who understands that great customer service builds trust, loyalty and long-term community. You will also help us improve how we communicate with customers and how we prevent problems before they happen.
The Role
You will manage customer communications across multiple brands and systems. You will respond to customer enquiries, solve problems, and ensure customers feel heard and supported. You will also help improve processes and systems so that customer service becomes faster and more efficient over time. You will work closely with the founders and wider team and will become highly familiar with how the business operates. This role requires someone who is organised, calm under pressure, and capable of handling sensitive situations professionally.
Core Responsibilities
- Community Management: This role is also a central point of contact for the KK community across all brands. You will act as a trusted and consistent presence for members, ambassadors and event customers. Responsibilities include:
- Acting as a go to contact for community ambassadors across all brands
- Moderating profile images and uploads, handling any member queries
- Prioritising and responding to member reports
- Chat group management and acting as the point of contact for chat owners
- Supporting safe and respectful community behaviour
- You will help ensure our community remains safe, welcoming and well managed.
- Third Party Event Support: You will act as a point of contact between third party event ticket holders and event organisers. Responsibilities include:
- Supporting promotors setting up third party events
- Helping resolve customer and promoter issues
- Supporting smooth customer journeys for third party ticket holders
- Customer Support: You will manage customer enquiries across:
- WAX
- KK Events
- KK Cruise
- KK Club
- Including:
- Ticket systems
- Email enquiries
- App support
- Booking support
- Membership support
- Event enquiries
- Ensuring:
- Fast response times
- Clear communication
- Professional tone
- Accurate information
- Complete resolution of issues
- Customer Service Systems: You will operate and improve our customer service platforms. Including:
- Zendesk
- Intercom
- Help centres
- Knowledge bases
- You will help ensure information is clear, accurate and easy for customers to find. You will help build systems that allow customers to find answers before they need to ask.
- Process Improvement: We expect customer service to constantly improve. You will:
- Identify repeated issues
- Improve workflows
- Improve help articles
- Suggest system improvements
- Improve communication journeys
- You will help make customer service faster and better over time.
- AI and Automation: We are interested in how AI can improve customer service. You should be interested in exploring:
- AI assisted responses
- Knowledge automation
- Chatbots
- Self service systems
- The goal is to help customers get answers faster and reduce unnecessary friction.
- Sensitive Situations: Some customer issues involve sensitive or adult topics. You must be comfortable handling:
- Private personal information
- Sensitive situations
- Reports of inappropriate behaviour
- Safety concerns
- Some situations may need to be escalated internally or externally, including to authorities when required. Professional judgement and discretion are essential.
- Event Support: During event periods and cruise launches, customer demand increases. You will help support customers during busy periods. This may include:
- Extended hours during launches
- Support during events
- Weekend work when required
- Time off in lieu will be provided.
- Ideal candidates will have:
- Customer service experience
- Ticket system experience
- CRM experience
- Strong written communication
- Organisation skills
- Strong preference for:
- Zendesk experience
- Intercom experience
- Useful experience:
- Community businesses
- Events
- Membership platforms
- Apps
- The Right Person: You should be:
- Calm under pressure
- Thoughtful in communication
- Organised
- Reliable
- Empathetic
- Professional
- You should enjoy helping people and solving problems. You should take pride in doing the job well.
- Working Structure: This is a remote role. Working hours vary depending on customer demand and events. Some evenings and weekends will be required. Time off in lieu will be provided. During major launches and events, longer hours may be required.
- Package: Salary range: £32,000 – £35,000 depending on experience. 25 days paid annual leave, Pension, Private health and dental. The role will begin as freelance and transition to PAYE. After 12 months there is potential to become part of the staff share option scheme.
- Summary: This role sits at the centre of our customer and community experience. You will be responsible for supporting customers across multiple brands while helping improve systems and processes over time. This role suits someone who is organised, reliable and takes pride in helping customers and solving problems.
Customer & Community Service - Manager employer: WeAreX Ltd
At KK Group, we pride ourselves on being an exceptional employer that fosters creativity and innovation in the luxury events sector. Our collaborative work culture encourages personal growth and development, offering opportunities to lead high-profile projects while enjoying a comprehensive benefits package, including gym membership and private health care. With a focus on creating memorable experiences and a commitment to employee well-being, we are dedicated to shaping the future of live events in a dynamic and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer & Community Service - Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WeAreX Ltd. 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 WeAreX Ltd 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 Customer & Community 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 WeAreX Ltd:Your cover letter is your chance to shine! Tell us why you want to work at WeAreX Ltd 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 WeAreX Ltd!
How to prepare for a job interview at WeAreX Ltd
✨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.
