Community Support Manager

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 more than 100 people dedicated to enhancing and developing the Depop experience for our global communities. And we’re just getting started.

Right now, we’re on the hunt for a Community Support Manager to manage an expanding team of Global support executives in delivering the best service to our Depop user community.


Background

Working alongside a small leadership team, and reporting to the Head of Community, you will have the opportunity to utilise your team management skills within a hard-working and dynamic environment.

We are at an important stage of scaling our team to include worldwide support and grow to support our amazing community worldwide.

Depop are proud to have one of the most loyal and engaged communities in the digital world, so we’re looking for someone who shares our passion for delivering the best experience for our users and has a working knowledge of our platform.

Responsibilities

  • Responsible for the overall performance and success of the Support team, whilst delivering feedback and managing performance in a confident and positive manner
  • Maintaining high standards of experience throughout the user journey
  • Tracking, reviewing and using internal metrics that measure the success and performance of the user experience
  • Working with our outsourced team to ensure targets are consistently aligned and met
  • Management of large Support team, ensuring productivity and targets are met and delivered with the highest of standards
  • Develop a deep understanding of Depop's Users’ behaviours from online sentiment and feedback
  • Drive a culture of collaboration, curiosity and delivery throughout the Operations team

Requirements

  • Strong experience with Zendesk, or similar ticketing/user enquiry tool
  • A passion for analysing data through reporting and being able to analyse and interpret where change needs to happen
  • Experience with Zendesk Insights or similar reporting tool
  • Experience with developing direct reports, and managing a large team’s daily workload
  • Natural leader with significant experience managing and nurturing a team to its highest potential
  • Be comfortable and experienced with strategic thinking, and clear on adding to and supporting the overall vision of the team
  • Highly approachable and being able to adapt to new processes and provide a positive message throughout change
  • Advanced understanding and working experience of metrics and individual/team KPI's
  • Experience with rapidly expanding teams, and managing remote individuals both in the UK and further afield
  • Strong hands on hiring and on-boarding experience
  • Ability to stand alone and a natural drive for individual and team-wide results that affect our growing business

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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