Operations Manager - Community Experience

Description

Welcome to Depop. We are the social marketplace where over 12M people come to buy, sell and discover unique items. Our mission is to empower creative minds by making our platform the place for the most vibrant communities in the world.

With headquarters in London, spaces in LA and New York, we have a team of over 100 people dedicated to enhancing and developing the Depop experience for our global communities. And we’re just getting started.

We’re looking to bring someone into our Operations team that is obsessed with quality and user satisfaction. As we grow, our aim within Depop Operations is to deliver world class service whilst keeping our platform clean and safe for our community. This Operations role will comb through user feedback and act on this appropriately, responding on behalf of Depop, whilst also keeping a close eye on our quality of service, feeding back internally where needed.

Responsibilities

User Experience

  • Searching for and absorbing user feedback around our product and service, you’ll be responsible for closing the loop internally and externally. You’ll be the voice of Depop, when it comes to responding to user feedback and concerns, across appstore and social media channels.
  • Continuously assessing the public support we offer (think Twitter, in-app education) to make sure that our comms are on-brand and fresh whilst sharing the message intended.

Quality Control

  • Establishing a process and method to evaluate and QA each member of our Support and Moderation teams to make sure that we’re offering the right answers in a personalised style to each of our users. This includes QA’ing the work of our outsourced team and adapting processes for user service level expectations in different countries.

Process Improvements & Reporting

  • Liaise with all teams across the business to ensure that we’re constantly striving towards the same goals when it comes to quality, tone of voice and user feedback
  • You will be responsible for reporting a regular summary of observations to different stakeholders in the business, including senior leadership, using both face to face presentations and written comms.

Requirements

  • Excellent written communication and relationship building skills, that can turn negative experiences into positive.
  • User-first mentality & high levels of empathy, in all situations.
  • Ability to promptly consume qualitative feedback and translate it into quantitative data to support a business case.
  • Experience with establishing new processes & getting buy-in from senior stakeholders
  • High level navigation and understanding of Depop and similar apps.
  • Ability to work independently, whilst thinking creatively and unafraid to present new ideas

Bonus Skills

  • Previous background within a customer-focused or client facing role, especially young consumers and the wider public.
  • Hands-on experience of establishing a new process or team within a small company background.
  • Italian-language skills
  • Use of Zendesk and/or other Customer Support tools
  • Public Relations or Communications experience.

Benefits

Now we're talking. We have stylish offices near Old Street (we were founded in Italy after all) and a relaxed atmosphere where you'll get to work with a well-funded, passionate and friendly team. There are perks of course. We have 25 days holiday with options to buy/sell more, UK pension scheme, healthy snacks in the kitchen, finish early Fridays, team nights out, yoga, meditation and more. But the biggest perk of all is the opportunity to work with such a vibrant group of people building a product we all deeply care about.

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