Team Lead - Senior Community Experience Executive (Part Time)

Description

Depop is the fashion marketplace where the next generation buy, sell and get inspired. Our mission is to empower the next generation to transform fashion, and our team of nearly 200 people is dedicated to enhancing and developing the Depop experience to serve the needs of our global community.

We are headquartered in London, UK with locations in New York and LA, and have more than 15 million registered users in 147 countries.

We have a prime position in the UK where we estimate 1 in 3 Gen Z/Millennials are registered. We are experiencing rapid growth (300% over two years) in the US; recently entering the top 25 shopping apps by daily active users (the only European player to do so).

And we’re just getting started.


Role

> Working hours: 22.5 hours (over 3 shifts) between Saturday - Wednesday 3:30pm-12am

> This role is remote-based yet required to attend the London Office for training events

As our Community continues to grow at Depop, so does our Experience team. We are looking for a Senior Experience (Team Lead) to focus on providing exceptional support across multiple channels (e.g. email, social media, and live chat). You will help our team to drive new ideas and grow their skills, and provide your expertise to support the Leadership team in day to day running of Support functions at Depop.

With expert level knowledge of Depop and proven high-performance experience in your current role; you are a mentor for the team and a go-to person for Support knowledge across the company.

You’re super approachable, always happy to help the team with questions, and ready to assist our Training Lead in teaching new processes.

You'll work with the Leadership team in communicating day-to-day operations based on incoming tickets/chats, communicating daily performance metrics and providing feedback to the team. You take initiative to make positive changes and you can reflect on results quickly, change gears, and motivate the team.

Key dates

> 11th November 2019 - Training commences @ London HQ


Responsibilities

  • Deliver exceptional support to our growing Community on a daily basis by being user focused at all times on emails, live chat, and social media platforms
  • Utilise data such as user satisfaction feedback, and performance metrics to identify key areas of opportunity
  • Motivate and inspire a large team to provide high-quality personalised and consistent support options
  • Be the first point of escalation from the team to help resolve tricky User issues
  • Pitch and implement ideas that can positively impact team workflow, and therefore improve user experience
  • Work closely with our Training lead & QA Specialist to find common trends in order to provide meaningful training and feedback
  • Be a point of contact in order to provide key updates company wide, and be confident in sharing feedback to all levels

What we are ideally looking for:

  • A genuine love for Depop and a deep understanding of company values, mission, and goals
  • Hands on experience with Zendesk or a similar ticketing tool
  • Experience motivating a large team to drive their success
  • Data focused decision making skills and the ability to forecast potential roadblocks
  • Strong communication skills that transcend international teams
  • Very comfortable with a dynamic, ever changing start-up environment and willing to change speed/direction quickly for business needs
  • A smart worker who can plan and execute new processes to maximise efficiency and resources
  • Ability to work with a team IRL and remotely, across different time zones


Requirements

  • Fluent in English, bonus points for any other language
  • Exceptional written and verbal communication
  • Be approachable, as you’ll be the ‘go-to’ within the company for any user support issues
  • Intuitive with apps and able to quickly grasp new backend systems and software, including Zendesk & Google suite
  • You must be adaptable to change, as we are super fast paced
  • Willing to work weekends and some Bank Holiday days
  • Reliable internet connection

Benefits

We have stylish offices near Old Street with a relaxed atmosphere and collaborative environment, where you'll get to work with a well-funded, passionate and friendly team.


Apply for this role