Community Support Manager

Description

Depop is the shopping community where the world’s creatives come to buy, sell, discover and explore the most inspiring and unique items. We’re on a mission to build our platform into one of the most vibrant, inspiring and creative communities in the world. Headquartered in London and with spaces in New York, LA and Milan, we are a team of over 100 people dedicated to supporting and enhancing the Depop experience of our 10 million plus users around the world.

We’re on the hunt for a Community Support Manager to manage a core team of support executives in delivering the best service to our Depop user community. Working alongside two other team managers and reporting to the Head of Community Support, you will have the opportunity to utilise and develop your team management skills within a hard-working and dynamic environment. 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 any user could ask for.

RESPONSIBILITIES

  • Responsible for the overall performance and success of the Support team, whilst delivering feedback and managing performance in a confident and positive manner
  • Oversight and management of personal and wider team development
  • Maintaining high standards of experience throughout the user journey
  • Track and review internal metrics that measure the success and performance of the user experience, taking action to ensure the team deliver at the highest level
  • Working with our outsource team on a daily basis to ensure targets are consistently aligned and met
  • Quality checking all outgoing responses both on social systems and Zendesk, to align with the Depop tone of voice
  • Day to day management of large Support team, ensuring productivity and targets are met and delivered with the highest of standards.

Requirements

  • Strong experience with Zendesk, or similar ticketing/user enquiry tool
  • Experience with Zendesk Insights, building custom reports and tracking progress/spotting opportunities and quickly acting on them
  • Leadership experience in a fast paced and dynamic space
  • Advanced understanding and working experience of metrics and individual/team KPI's
  • A passion for data, and being able to analyse and interpret where change needs to happen
  • Have proven experience of improving processes that has had a positive impact on user/customer experience
  • Results driven is a must, always hungry to find a new way of doing things to improve service for our users and team
  • Natural ability to motivate and develop direct reports and the team
  • Be very comfortable with change
  • An open and approachable leadership style
  • Being super quick at picking up new processes and ability to learn on the fly
  • Knowledge of Depop and a strong understanding of our community focus

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, to name a few we have 25 days holiday, options to buy/sell more, the regular snacks and drinks, parties and team nights out, yoga, meditation, UK pension scheme, beer and wine in the fridge (or sparkling water and celery if that's more your thing), special stuff on birthdays and life events 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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