Customer & Community Service - Manager

WeAreX

18d•Remote

About The Position

The Customer & Community Service Manager supports members and customers across the KK Group, working across customer experience and the online members community. The role manages customer communications across multiple brands and oversees the day-to-day operation of the online members club. It combines customer support with community operations, moderation, member engagement, programming, and continuous improvement of support systems and community processes. The role involves responding to enquiries, resolving problems, maintaining a safe and welcoming community, supporting advocates and educators, coordinating member activities, and improving the tools and resources used to serve members. The manager works closely with the founders and wider team and is expected to handle sensitive matters with professionalism, empathy, discretion, and sound judgement. This is a remote role with flexible working hours based on customer demand. Some evenings and weekends are required, with time off in lieu provided. Additional hours may be needed during major launches and events. The package is £30,000 to £34,000 depending on experience. The role begins as freelance and transitions to PAYE. After 12 months, there is potential to join the staff share option scheme.

Requirements

Experience in customer service.
Experience managing online communities.
CRM experience.
Excellent organisational skills.
Strong written communication.
Confidence handling sensitive situations.
Able to remain calm under pressure, act with empathy and reliability, communicate confidently, make decisions, and work proactively and professionally.
Comfortable supporting sensitive or adult topics and handling private personal information with discretion.

Nice To Haves

Experience with Zendesk.
Experience with Intercom.
Experience in community moderation.
Experience in membership businesses.
Experience with events.
Experience with apps or digital products.

Responsibilities

Manage customer enquiries across the KK Membership and KK Cruise, including ticket-system, email, app, booking, membership, event, payment, and general support enquiries.
Ensure fast responses, clear and professional communication, accurate information, complete issue resolution, and consistently high customer care.
Manage the day-to-day operation of the online members club and keep communities welcoming, active, and well managed.
Review and approve member social events and chat groups, and manage member chat groups and event communities.
Act as the primary contact for community-related issues and help members with community enquiries.
Work with Community Advocates (KOMs), ambassadors, and hosts; create and assign operational tasks to advocates and hosts.
Encourage engagement and participation across the community.
Review reported profiles, photos, messages, feed posts, and events; moderate profile images and uploads; and ensure descriptions and imagery meet brand guidelines.
Support safe and respectful member behaviour, escalate safeguarding or behavioural concerns where appropriate, and support investigations into member reports.
Manage relationships with educators and workshop hosts, coordinate educator schedules, schedule at least two member workshops each month, create platform events, and support online and in-person member experiences.
Help maintain the community calendar.
Operate and improve customer service platforms, including Zendesk, Intercom, the Help Centre, and the Knowledge Base.
Improve support resources so customers can find information easily; identify recurring customer issues and improve workflows, help articles, documentation, systems, and customer communication journeys.
Explore AI-assisted support, knowledge automation, chatbot and self-service capabilities, and automation for repetitive community tasks.
Handle sensitive personal information, member situations, inappropriate-behaviour reports, disputes, and safety concerns with professional judgement, empathy, and discretion; escalate internally or externally, including to relevant authorities where appropriate.
Support members during busy launches, events, and cruises, including extended hours, live events, and weekend work when required.
Step in across customer enquiries, community moderation, feature launches, booking-system testing, knowledge articles, events, and other team needs as required.