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Customer Service Manager

Customer Service | London, United Kingdom | Full Time

Job Description

Looking for a new chapter in your career? We are in need of a Customer Service Manager.

 

About Us

PeoplePerHour is Europe’s leading online freelancing marketplace. We are revolutionaries debunking the archaic 9-to-5 work model. We are a purpose-driven business. Everything we do stems from our desire to empower people around the world to do what they love and live the dream of being independent, professionally and financially. With a vibrant community of more than 1M people, we connect talented experts with savvy businesses that search for the right skills to get the Job Done; quickly & cost-effectively. We work tirelessly to improve our community; not one day is the same and we grab opportunities with both hands and go after it fast.

 

Future Plans

Ten years into our journey it still feels as if it’s day one. The freelance economy is still at its infancy. And we believe it will fundamentally change the way companies - large and small – work and think about their HR function. That is why we are reinvesting organic profits into breaking out into new sectors & segments. Our newly launched product, Talentdesk.io, is the enterprise solution to manage temporary and permanent workforce in a more efficient and cost-effective way.

 

We have aggressive growth & innovation plans and we want you to be part of them!

 

Learn more about us

PeoplePerHour in the news

    www.forbes.com

   www.youtube.com

How we help our customers

   www.youtube.com

We celebrate success

    www.youtube.com

 

Our Values

Our company culture matters more than anything to us. We want to hire people who share our core values. You will fit right in if you are someone who:

 

1.    Loves Brutal honesty

        Hates sugar-coating

    ◦    Hates pointing fingers

    ◦    Hates fluffing. Says it like it is with brutal honesty

2.    Acts like an owner

    ◦    Doesn’t sit around waiting to be told what to do

    ◦    Is selfless: don’t just cover your own back. Always put yourself last

    ◦    Cares about the business and its overall success

    ◦    Picks garbage off the floor

3.    Is Accountable

    ◦    Do what you say & commit to. Gets it done!

    ◦    Resourceful & scrappy. Doesn’t need handholding. Will find a way

    ◦    Goal orientated. Sets and hits targets

4.    Constantly raises the bar

    ◦    Is curious and inquisitive. Always questioning: how can we do this better?

    ◦    Finds ways to improve the status quo

    ◦    Goes above and beyond what’s given to him/her

    ◦    Thinks outside the box and loves innovation

    ◦    Self-reflective and improves a little every day

 

5.    Is a Team player

    ◦    Is a clear communicator. You care about whether the other person understood, not just what they said

    ◦    Shows empathy: You care and don’t just throw the ball over the fence

    ◦    Makes an effort to gel and bond with the team

 

About the role

We are looking for a passionate leader to own Customer Services function end -to -end and deliver an exceptional customer support journey to our users. As a Customer Services Manager you will be in charge of the strategy, implementation and management of all processes/projects that foster customer services, and boost our company’s market presence. In this role, you will partner with Marketing, Product and Customer Support functions in London and Athens to orchestrate all the initiatives that  express our company’s ‘customer service  excellence’ mantra.


 

Responsibilities

  • Develop leading edge strategies to expand our reach, impact, and quality of customer support

  • Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer support

  • Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success

  • Establish metrics for defining our relationship with customers and define targets for the organization

  • Guide the culture within the Customer Support team to ensure customer engagements are true to our beliefs, mission, and values

  • Manage our external customer support teams and moderation teams, acts as the point of escalation for serious issues, including all legal issues related to customers

  • Report weekly customer support metrics to the senior management team and take corrective steps when KPIs are not being met

  • Be the customer champion

 

About You

The ideal candidate will have:

 

  • 5+ years of experience leading customer facing teams in digital products within a multi-channel environment

  • Strong leadership skills and experience in managing virtual teams

  • Top notch communication skills – verbal, written, and visual – that can be shared with a wide variety of people while remaining clear, concise and diplomatic.

  • Proven experience delivering measurable improvements to business performance by enhancing the customer experience.

  • Experience managing budgets, forecasting, and productivity analysis.

  • Capable of streamlining and improving processes, and troubleshooting

 

Location

We are based in London - Soho

 

Benefits

  • Competitive Base

  • 25 days holiday + bank holidays

  • Bonus/Stock grant (EMI)

 

How to apply

If you feel this is the right role for you, please submit your CV and cover letter