Customer Happiness Manager, UK & IE

Job not on LinkedIn

🔥 14 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

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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tonies® USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

👥 B2C

📱 Media

💰 Undisclosed on 2017-09

B2C • Media

tonies® USA is a consumer-facing company operating the Mytonies web application. The site text indicates it provides a browser-based service for customers to access or manage content (prompting users to update outdated browsers), implying a digital content platform within a product ecosystem aimed at consumers, especially families and children.

📋 Description

• Manage the day-to-day UK Customer Happiness operation with an external BPO partner • Own Zendesk inboxes and ensure tickets are handled within SLA and processed on time • Manage offline written tickets, live chats, returns, and reviews • Handle escalated tickets requiring manager input • Deliver training for new starters • Complete Quality Assurance audits • Process Adyen and PayPal disputes • Administer Business Central, including accurate processing, posting, and reconciliation of transactions • Work with UK Operations and Marketing on revenue-generating initiatives and issue communications • Collaborate with the Socials team on donation initiatives, including coordinating and documenting donation orders • Consolidate and share team feedback to improve the customer experience • Complete weekly CSAT analysis to identify dissatisfaction drivers and pain points • Ensure BPO agents deliver an excellent customer experience across all support channels • Own Global Customer Happiness KPIs • Act as the main BPO contact for UK customer-related issues • Mentor and support BPO agents with escalated tickets and questions • Design and implement chatbot experiences with the Global Zendesk administrator • Collaborate on standardized global onboarding processes and training materials • Calibrate with global Customer Happiness teams on Quality Assurance topics • Represent Customer Happiness in Quality and Legal collaboration for high-risk issues

🎯 Requirements

• Experience managing or working closely with a BPO or outsourced support partner • Strong working knowledge of Zendesk or comparable helpdesk platform, including inbox and SLA management • Experience handling payment disputes/chargebacks, such as Adyen and PayPal, is a plus • Proven ability to design, deliver, and continuously improve training programs • Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements • Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements • Excellent stakeholder management skills across Operations, Marketing, Product, Quality, and Legal • Strong communication skills and comfort owning escalated and high-risk customer issues • Must be currently located in the UK

🏖️ Benefits

• Competitive salary and a range of comprehensive benefits tailored to your specific location • Internal/external training • Individual learning budget • Discounts on the entire range of products • Generous paid time off