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Community Support Lead - Out of hours (Remote)
 
Title: Community Support Lead - Out of hours (Remote)
Category: Other
Job type: Permanent
Job status: Full Time
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Description:
Welcome to Depop. We are the social marketplace where over 12M people come to buy, sell and discover unique items. Our mission is to empower creative minds by making our platform the place for the most vibrant communities in the world.

With headquarters in London, spaces in LA and New York, we have a team of more than 100 people dedicated to enhancing and developing the Depop experience for our global communities. And we’re just getting started.

We’re looking for a Community Support Lead to manage and develop a core team of 10 support executives in our Community Support team. The aim is to continue delivering the highest quality service to our Depop user community during out-of-hours (5pm onwards).

Reporting to the Head of Community Support, you will have the opportunity to utilise and develop your team management skills within a hard-working and dynamic environment. Depop are proud to have one of the most loyal and engaged communities in the digital world, so we’re looking for someone who shares our passion for delivering the best experience any user could ask for.

Responsibilities

Responsible for the overall performance and success of your Support team, whilst delivering feedback and monitoring performance in a confident and positive manner Oversight and management of personal and wider team development Maintaining high standards of experience throughout the user journey Track and review internal metrics that measure the success and performance of the user experience, taking action to ensure the team deliver at the highest level Working with our outsource team on a daily basis to ensure targets are consistently aligned and met Quality checking all outgoing responses both on social systems and Zendesk, to align with the Depop tone of voice Day to day management of large Support team, ensuring productivity and targets are met and delivered with the highest of standards. Requirements

Strong experience with Zendesk, or similar ticketing/user enquiry tool Experience with metrics and insights, building custom reports and tracking progress/spotting opportunities and quickly acting on them including KPI’s Leadership experience in a fast paced and dynamic space Have proven experience of improving processes that has had a positive impact on user/customer experience Natural ability to motivate and develop direct reports and the team Be very comfortable with change An open and approachable leadership style Being super quick at picking up new processes and ability to learn on the fly Knowledge of Depop and a strong understanding of our community focus The Must - haves/small print

UK residency Fluent written English The ability to attend interviews and training in London Flexibility to work all days of the week - up to 37.5 hours over 5 shifts (mainly 5pm-1:30am GMT) per week A working computer that can run latest Chrome software (Mac or PC)
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