HER

HER helps lesbian, bisexual and queer people meet each other

Customer Support Manager at HER

Location
New York City
Job Type
Full-time
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Robyn Exton
Robyn Exton
CEO

About the role

THE ROLE

We are looking to hire someone to help us manage our whole customer support experience and team. We have 3 core ways we interact with and manage our customer base:

  • Customer Support: Managing our customer support platform and our FreshDesk tickets system.

  • Community Moderation: we have a Community Manager and moderator team as well as 2 tools to moderate and look after user reports from our community - our Account Verification tool and our Bad Actor tool. These present a queue of profiles to moderate and take action on. 

  • App Store Reviews: managing and moderating customer reviews from the app stores.

We currently have a team of approx. 10 contract customer support representatives tackling the roles above and would be looking for our Head of Customer Support to manage these systems and this team to create a great user experience.

RESPONSIBILITIES

  • Drive your team’s metrics for customer satisfaction, fraudulent activity and accounts verified.

  • Coordinate the activities of 10+ people for periods of each day. While you’re “on” you’ll be the point person responsible for making sure our customers get the maximum benefits from products and the community is well moderated and managed.

  • Be the go-to expert on our product, policy, and procedures. You’re the person with the answers, and nobody knows more about our company than you.

  • Keep the product team aware of any product insights, bugs or updates that will improve the product experience for all our users

  • Manage, mentor, and develop a team of passionate customer advocates.

  • Innovate and develop our systems and processes to continually improve our Customer Support experience 

WHAT WE’RE LOOKING FOR

  • At least 3 years of management experience leading and supporting a growing support team

  • Ability to read and use data to make business decisions and share data across the team

  • Well-practiced in the art of customer problem solving and de-escalation, with multiple examples of directly helping people through difficult situations using expert-level communication and empathy.

  • A world-class communicator who creates clarity with written and verbal communication.

  • A highly empathetic, mission-driven, and motivated individual.

  • Experience with Freshdesk, Jira and Asana are a bonus, but not required.

Why you should join HER

HER is the world’s largest community for lesbian, bisexual and queer people. We want to build products and experiences that are designed brilliantly for queer womxn, that make it as easy as possible to connect with each other and the LGBTQ+ community.