Customer Service Manager

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £30k - £34k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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KK Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🎖️ Defense

🏭 Manufacturing

📦 Logistics

💰 $71.2M Debt financing on 2023-04

Defense • Manufacturing • Logistics

KK Group is a multinational sex-positive lifestyle and events company that operates a portfolio of consumer-facing brands and platforms focused on sexual empowerment, community, and experiences. Its brands include Killing Kittens (exclusive sex-positive events and parties), WAX (a social dating/community platform for open-minded users), KK Cruise (luxury inclusive cruises themed around adult events), KK Homme (community and events for gay, bisexual, transmasc and non-binary men), and AD-SFW (an advertising/marketing platform for premium adult brands). KK Group combines in-person events, online community and dating technology, and advertising services to create safe, inclusive spaces for adult expression and connection.

📋 Description

• Manage customer communications across multiple KK Group brands • Respond to and resolve ticket, email, app, booking, membership, event, payment, and general customer enquiries • Oversee day-to-day operation of the online members club • Review and approve member social events and chat groups • Manage member chat groups and event communities • Support member engagement and act as the primary contact for community issues • Work with Community Advocates, ambassadors, hosts, educators, and workshop leaders • Create and assign operational tasks for Community Advocates and Hosts • Review reported profiles, photos, messages, feed posts, and events • Moderate profile images and uploads and enforce brand guidelines • Escalate safeguarding, behavioural, safety, and community concerns appropriately • Coordinate educator schedules and schedule at least two member workshops per month • Create platform events and support online and in-person member experiences • Operate and improve Zendesk, Intercom, the Help Centre, and Knowledge Base • Identify recurring issues and improve workflows, documentation, communication journeys, and self-service resources • Explore AI-assisted support, knowledge automation, chatbot capabilities, and automation for repetitive community tasks • Handle private information, sensitive situations, inappropriate-behaviour reports, and community disputes with discretion • Support members during launches, live events, and cruises, including extended hours and weekend work when required

🎯 Requirements

• Experience in customer service • Experience managing online communities • CRM experience • Excellent organisational skills • Strong written communication • Confidence handling sensitive situations • Experience with Zendesk and Intercom highly desirable • Experience in community moderation highly desirable • Experience with membership businesses highly desirable • Experience with events highly desirable • Experience with apps or digital products highly desirable • Organised, calm under pressure, empathetic, reliable, professional, proactive, and comfortable making decisions • Willingness to work some evenings and weekends • Ability to work additional hours during major launches and events

🏖️ Benefits

• 25 days annual leave plus bank holidays • Pension • Private health and dental insurance • Remote working • Flexible working hours based on customer demand • Time off in lieu for weekend, evening, launch, and event work • Opportunity to join the staff share option scheme after 12 months • Freelance initially, transitioning to PAYE