Customer Support Lead

Since launching in 2016, MindJournal has grown to be a leader in the men's health and wellbeing space. We’re on a mission to improve men’s health and happiness all through the power of journaling.

We are looking to hire a compassionate Customer Support Lead, to shape our customer support department, and establish MindJournal as one of the leaders in this field. You’ll be responsible for providing world-class customer support, utilising your existing knowledge and experience to continuously improve our products, operations, and services. You’ll be working as part of a friendly team, in a role that we see as integral to our business. You will be given significant ownership, and a voice that is both listened to and valued so you can make a positive impact on the lives of our community.

Responsibilities

• Respond to all customer support tickets, within SLA targets and KPIs.
• Manage Facebook, Instagram, and Twitter channels autonomously.
• Make judgment calls to resolve any issues faced by a new or existing customer.
• Represent the voice of our community in all product and operation related decisions.
• Identify and execute opportunities, both administrative and operative to reduce ticket numbers, recognising any trends, and addressing any issues before they arise.
• Continuously gather key data and metrics, and use this to prepare reports and analysis of which customer support processes are working and which can be improved.
• Establish a regular reporting and meeting structure to share this knowledge with the team and set out plans for improvement.
• Research, plan and implement customer support self-service tools, always with the future of the business in mind.
• Create core documentation as the foundation of the customer service department, establishing all customer support processes, both administrative and operational.
• Continuously review this documentation to ensure all procedures remain relevant and up to date.
• Create, plan and deliver an onboarding procedure for future recruitment and training.
• As required, support other areas of the business in an administrative capacity.

Requirements

• 3+ year(s) of customer support experience within consumer e-commerce.
• Previous experience working in a high growth DTC e-commerce business.
• Advanced understanding and experience of customer support ticketing software, ideally Gorgias.
• Excellent technical skills, with the ability to abstract, structure and process data to draw insights and present findings to other departments or partners within the business.
• Focused on attention to detail, with immaculate spelling and grammar skills.
• Self-motivated, organised and confident in managing and prioritising your own workload.
• Passionate about making a difference, especially within men’s health and wellbeing.
• Understand and appreciate the complexities around mental health, providing compassion, congruence and care in your work and communications.
• A high level of empathy, allowing you to detect, understand and respond to other people’s emotions in a caring and professional manner.
• You respect others, have good listening skills and seek to understand other people's viewpoints, as well as confidently communicating your own.
• Confident working as part of a close-knit team, as well as communicating with external teams or partners.
• You are able to adapt quickly to changing environments, roles and responsibilities and are excited to learn new skills.

Benefits

• Full-time position
• Competitive salary
• Remote working
• Holiday, plus bank holidays, birthdays and mental health days
• Wellbeing support
• Remote working equipment and set-up
• Training and development budget
• A small, friendly and caring team