Customer & Community Service - Manager – The KK Group

The KK Group cerca: Customer & Community Service - Manager a Da remoto. <p><br /></p><h3>Overview</h3><p>We are hiring a Customer & Community Service…

Azienda: The KK Group · Sede: Da remoto (Regno Unito) · Modalità: da remoto · Contratto: Full-time

<p><br /></p><h3>Overview</h3><p>We are hiring a Customer & Community Service Manager to support members and customers across the KK Group. This role sits at the centre of both our customer experience and our online members community.</p><p>You will be responsible for delivering exceptional customer service across all brands while helping manage, moderate and grow our private members club.</p><p>From resolving support enquiries to ensuring our communities remain active, safe and engaging, you will play a key role in how members experience KK every day.</p><p>This is not a traditional customer service role.</p><p>Alongside responding to customer enquiries, you will oversee community operations, support advocates and educators, manage moderation, coordinate member activities, and continually improve the systems that power our community.</p><p>We are looking for someone who understands that exceptional customer service builds trust, while exceptional community management creates belonging.</p><p></p><h3>The Role</h3><p>You will manage customer communications across multiple brands while overseeing the day to day operation of our online members club.</p><p>You will respond to customer enquiries, solve problems, moderate our community, support member engagement and ensure members feel valued at every stage of their journey.</p><p>You will work closely with the founders and wider team and become highly familiar with how the business operates.</p><p>This role requires someone who is organised, calm under pressure, proactive and capable of handling sensitive situations with professionalism and discretion.</p><p></p><h3>Customer Support</h3><p>You will manage customer enquiries across the KK Membership and KK Cruise</p><p>Including:</p><ul><li>Ticket systems</li><li>Email enquiries</li><li>App support</li><li>Booking support</li><li>Membership support</li><li>Event enquiries</li><li>Payment enquiries</li><li>General customer support</li></ul><p>You will ensure:</p><ul><li>Fast response times</li><li>Clear communication</li><li>Professional tone</li><li>Accurate information</li><li>Complete resolution of issues</li><li>A consistently high standard of customer care</li></ul><p></p><h3>Community Operations</h3><p>You will help manage the day to day operation of the KK online members club, ensuring our community remains welcoming, active and well managed.</p><p>Responsibilities include:</p><ul><li>Reviewing and approving member social events</li><li>Reviewing and approving member chat groups</li><li>Daily management of member chat groups and event communities</li><li>Ensuring communities remain active and conversations do not become idle</li><li>Acting as the primary point of contact for community related issues</li><li>Supporting members with community enquiries</li><li>Working closely with Community Advocates (KOMs), ambassadors and hosts</li><li>Creating and assigning operational tasks for Community Advocates and Hosts</li><li>Encouraging engagement and participation throughout the community</li></ul><p></p><h3>Community Moderation & Safety</h3><p>You will help maintain a safe, respectful and welcoming environment across all of our digital platforms.</p><p>Responsibilities include:</p><ul><li>Reviewing reported profiles</li><li>Reviewing reported photos</li><li>Reviewing reported messages</li><li>Reviewing reported feed posts</li><li>Reviewing reported events</li><li>Moderating profile images and uploads</li><li>Ensuring community descriptions and imagery meet brand guidelines</li><li>Supporting safe and respectful member behaviour</li><li>Escalating safeguarding or behavioural concerns where appropriate</li><li>Supporting investigations into member reports</li></ul><p></p><h3>Community Programming</h3><p>A successful members club needs regular reasons for members to connect.</p><p>You will help coordinate activity across the community by:</p><ul><li>Managing relationships with educators and workshop hosts</li><li>Coordinating educator schedules</li><li>Scheduling a minimum of two member workshops each month</li><li>Creating events within the platform</li><li>Supporting both online and in-person member experiences</li><li>Helping maintain the community calendar</li></ul><p></p><h3>Customer Service Systems</h3><p>You will operate and improve our customer service platforms.</p><p>Including:</p><ul><li>Zendesk</li><li>Intercom</li><li>Help Centre</li><li>Knowledge Base</li></ul><p>You will help ensure customers can easily find the information they need and continually improve the quality of our support resources.</p><p></p><h3>Process Improvement & AI</h3><p>We expect both customer service and community operations to continually improve.</p><p>You will:</p><ul><li>Identify recurring customer issues</li><li>Improve internal workflows</li><li>Improve help articles and documentation</li><li>Suggest system improvements</li><li>Improve customer communication journeys</li><li>Explore AI-assisted customer support</li><li>Improve knowledge automation</li><li>Help develop chatbot and self-service capabilities</li><li>Build automation for repetitive community tasks</li></ul><p>Our goal is simple: help customers get answers faster while creating a better member experience.</p><p></p><h3>Sensitive Situations</h3><p>Some customer and community issues involve sensitive or adult topics.</p><p>You must be comfortable handling:</p><ul><li>Private personal information</li><li>Sensitive member situations</li><li>Reports of inappropriate behaviour</li><li>Community disputes</li><li>Safety concerns</li></ul><p>Some situations may require escalation internally or externally, including to relevant authorities where appropriate.</p><p>Professional judgement, empathy and discretion are essential.</p><p></p><h3>Event Support</h3><p>During major launches, events and cruises, customer demand increases.</p><p>You will help support members during these busy periods.</p><p>This may include:</p><ul><li>Extended hours during launches</li><li>Supporting live events</li><li>Weekend work when required</li></ul><p>Time off in lieu will always be provided.</p><p></p>
<h3>Required Experience</h3><p>Ideal candidates will have:</p><ul><li>Experience in customer service</li><li>Experience managing online communities</li><li>CRM experience</li><li>Excellent organisational skills</li><li>Strong written communication</li><li>Confidence handling sensitive situations</li></ul><p>Highly desirable:</p><ul><li>Zendesk</li><li>Intercom</li><li>Community moderation</li><li>Membership businesses</li><li>Events</li><li>Apps or digital products</li></ul><p></p><h3>The Right Person</h3><p>You are:</p><ul><li>Organised</li><li>Calm under pressure</li><li>Empathetic</li><li>Reliable</li><li>Professional</li><li>Proactive</li><li>A confident communicator</li><li>Comfortable making decisions</li></ul><p>You genuinely enjoy helping people.</p><p>You understand that excellent customer service builds trust, while excellent community management creates belonging.</p><p>You take pride in creating exceptional experiences for every member.</p><p></p><h3>Eggs Benedict</h3><p>Every team member at KK is expected to do what needs to be done to make things happen.</p><p>We call this <strong>Eggs Benedict</strong>.</p><p>The phrase comes from an inspection trip where the Assistant Cruise Director was presenting on television, fetching coffee, performing on stage and, during a busy breakfast service, serving Eggs Benedict to guests.</p><p>Every part of the experience mattered, and everyone stepped in wherever they were needed.</p><p>Some days you will be answering customer enquiries.</p><p>Some days you will be moderating communities.</p><p>Other days you may be helping launch new features, testing booking systems, creating knowledge articles, supporting an event or helping a team member solve a problem.</p><p>Titles do not matter here.</p><p>Outcomes do.</p><p>If something needs doing, you do it.</p><p>That is Eggs Benedict.</p><p></p><h3>Working Structure</h3><ul><li>Remote role</li><li>Flexible working hours based on customer demand</li><li>Some evenings and weekends required</li><li>Time off in lieu provided</li><li>Additional hours may be required during major launches and events</li></ul><p></p><h3>Package</h3><ul><li>£30,000 to £34,000 depending on experience</li><li>25 days annual leave plus bank holidays</li><li>Pension</li><li>Private health and dental insurance</li><li>Remote working</li><li>Freelance initially, transitioning to PAYE</li><li>Opportunity to join the staff share option scheme after 12 months</li></ul><p></p><p></p>
<h3>Package</h3><p>Salary range: £30,000 – £34,000 depending on experience.</p><ul><li>25 days paid annual leave</li><li>Pension</li><li>Private health and dental</li></ul><p>The role will begin as freelance and transition to PAYE.</p><p>After 12 months there is potential to become part of the staff share option scheme.</p><p></p><h3>Summary</h3><p>This role sits at the heart of the KK member experience.</p><p>You will be responsible for delivering outstanding customer service, operating and growing our online members community, improving systems and processes, and helping create a safe, engaging and welcoming environment across every KK brand.</p><p>If you enjoy solving problems, building communities and creating exceptional experiences, we'd love to hear from you.</p>