Customer Operations ManagerCustomer Operations Manager - London, United Kingdom - Energy Jobline ZR

Description

Journee was created back in 2019 because our Co-Founders - Ed, Megha and James - were frustrated with the travel industry.

We are now in an exciting and crucial growth stage and we are looking for a talented Customer Operations Manager to help guide us and the Community Support team through this period of growth and transformation.

We are looking for a startup-seasoned, hands-on and analytical Customer Operations Manager to lead our 5 person strong Community team, and line-manage our India-based Operations Lead.

You have exceptional people management skills and a deep love of building, managing, and nurturing world-class sales/support/service teams .

An action-oriented doer, who is very hands-on: Whilst you love talking strategy with leadership, you also excel at helping the team with day-to-day processes , tasks and problems even more.

You find the challenge of leading domains and executing big projects without prior experience exhilarating .

Experience in managing high-performing customer service/sales/support teams in fast-paced consumer-facing companies that are known for their outstanding customer service.

(Bonus if you have done this in an early-stage but rapidly growing B2C tech startup i.e. doubling in size every year, or expanding internationally etc.)
A track record of driving outstanding operational efficiency and quality in a scaling B2C startup.
Bonus if you like using analytical tools like Metabase, SQL, sheets etc.
Knowledge and experience using, analysing, and implementing various support and community software (Twilio, Zendesk, Freshchat etc).
A passion for travel and Journee's mission . Bonus if you have experience of working in the travel industry.

You will manage our London-based Community team (5 people currently) who are responsible for converting leads into sales , and also providing best-in-class support to our Explorers, before, during and after the trip.

Line management of our India-based Operations Lead (who manages the fully remote India based Operations team, who are responsible for booking everything for our Explorers).

You'll work with her to ensure the India based Operations team and London-based Community team work efficiently and seamlessly to provide world-class customer experience.

You'll be very hands-on helping the frontline Community team solve day-to-day customer support problems .

To begin with, you will work two days a week as an active member of the Community Experience team , to understand first-hand the function of the support team.

This may reduce to one day a week as you settle in.

* Please note, that as Journee provides 24/7 support, the role will include occassional out of hour calls and working ~ 1 weekend per month.

You'll continuously learn from day-to-day challenges and develop mechanisms to avoid issues long term .

You will also often collaborate with the Tech and Product teams to implement tech-based solutions that streamline the processes of the Community team.

You'll identify, nurture, train and grow key talent from within the Community and Operations team and hire externally when needed.

You will maintain and nurture overall team performance in order to continue to deliver an outstanding customer experience .
Be responsible for the administration and optimisation of our customer service tools - i.e.

You'll report to Megha, the Co-Founder and CPO, and be the Community team's go-to person for handling complex customer issues.

Be part of an early-stage team building a next- travel company, working and growing alongside the founders.

Hybrid working - this role requires at least 4 days a week in our private office in a dog-friendly, co-working space in Bethnal Green, East London.

Minimum 25 days holiday + bank holidays
Initial chat with Annie, our Talent Lead.
# A video call with Megha, our Co-Founder (Product, Operations, Insights).
# Culture add' chat - you can visit the office and meet with the wider team.