Customer Support Lead
Job Summary
Job Description
- 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
- Experience working with Zen-desk
- 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)
3 skills required
Job Details
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
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About The Company
We believe every author should have an equal opportunity to succeed. Therefore, our mission is to discover hidden talents and turn them into globally successful authors.
Inkitt is a pioneer at the forefront of Data Driven Publishing. Using an analytic and objective approach, we’ve discovered hundreds of talented authors around the world with over 50% of our published authors achieving $100,000+ in sales. We have forever changed the traditional publishing model by inventing an algorithm which analyzes users' reading behavior to identify hits, in turn removing subjectivity from the equation. This gives Inkitt the unique ability to discover hidden talents that might otherwise have gone unnoticed.
Hits that are identified by our algorithm, are then licensed to and distributed on our Galatea app where we systematically generate blockbusters by A/B testing the content of our stories. This process is our own unique creation, and something which has never before been done in the entertainment industry.
At present, we are an international team of 85 passionate and dedicated inventors and entrepreneurs and we are growing quickly. We are proud that our mission has persuaded early investors in Google and Spotify to back us, as well as attracted talents from Netflix, Activision Blizzard, DeliveryHero, Babbel, and N26 to join us.
We invent new solutions to problems we encounter, as opposed to simply iterating upon existing solutions.
Join us to build the Disney of the 21st Century!
FT1000: #8 Fastest-Growing Company in Europe 2023
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