Customer Support Lead
2 Years ago • 5 Years + • $110,000 PA - $140,000 PA
Customer Service
Job Description
Inkitt is building the Disney of the 21st Century, leveraging AI and predictive algorithms to discover stories and turn them into blockbuster hits. As a Customer Support Lead, you will be the expert in customer-facing and internal knowledge bases, maintaining and improving communication pathways between the customer experience team and the product team. You will manage the global support team, create hiring plans, define and measure key performance indicators (KPIs) with clear visualizations, and support team members in their career growth, ensuring high standards and continuous improvement.
Good To Have:
- Experience working with Zen-desk
Must Have:
- 1-2 years experience leading a team of 3 or more
- At least 5 years of customer service experience
- User-centric mindset
- Excellent writing and communication skills
- Strong collaborator
Perks:
- 401k plan
- Health benefits (medical, dental, vision)
- Professional coaching
- Team-building events
- Unlimited access to Galatea app and Galatea TV app
- Unlimited budget for self-development books
- Charity donation
- Free lunch in office
- Class Pass membership (US)
- Gym access (Berlin)
- Dog friendly offices (Berlin and San Francisco)
Inkitt is building the Disney of the 21st Century, standing at the forefront of technology and entertainment. Leveraging AI and predictive algorithms, Inkitt discovers unknown stories and turns them into blockbuster hits, producing a new $1M ebook every 4 weeks and selling directly to consumers through its Galatea app. Inkitt has become the 11th most bestseller-generating publisher in the world, boasting a 40x higher hit-rate than traditional publishers. Recently raising a Series C and backed by some of the top VC’s such as: Khosla, Kleiner Perkins, and NEA Ventures, our recent expansion into CandyJarTV is only the beginning of our journey to becoming the next-gen entertainment powerhouse.
What You'll Do:
- Be the expert in customer-facing and internal knowledge bases
- Maintain and improve communication pathways between the customer experience team and the product team to ensure issues can be quickly escalated
- Managing our support team, a group of experienced customer support experts contracted from around the globe
- Create a hiring plan for the next 12 months, thinking about ticket / user ratio, new support channels etc
- Define most important KPIs for support and start measuring them & presenting info with clear visualization
- Support team members and develop them in their career growth. Ensure they maintain high standards in their work, and coach them towards continuous improvement
What You'll Bring:
- 1-2 years experience leading a team of 3 or more
- At least 5 years of relevant, customer service experience
- A user-centric mindset
- Excellent writing and communication skills
- Strong collaborator with ability to create alignment across all levels and all key stakeholders
- Bonus if you have: experience working with Zen-desk
Who We Are Looking For:
- Autonomous
- Bring solutions instead of problems
- Data driven
- Quick to action
- A high functioning workaholic
- Looking for exponential career growth
- Have lots of fun building a generational AI x Entertainment company
What We'll Offer:
- 401k plan, designed to help you save for the future
- Health benefits tailored to your needs, including medical, dental, and vision coverage
- Professional coaching for everyone
- Team-building events, including our annual Tulum trip
- Unlimited access to our Galatea app and Galatea TV app
- Unlimited budget for self-development books
- Charity donation of your choice at your one year anniversary
- Free lunch in office everyday
- Class Pass membership for US based employee and gym access for Berlin employees
- Dog friendly offices in Berlin and San Francisco
$110,000 - $140,000 a year
Salary offers are determined based on the candidate’s experience, skills, and alignment with the requirements of the role, as well as internal equity and market benchmarks.
At Inkitt, we strive to build a company culture and provide employment opportunities based on diversity and inclusion. We believe every author should have an equal opportunity to succeed, as should our team members. As a growing team from 20+ countries, we welcome everyone to apply.
We look forward to hearing from you!
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