Community Operations Manager
You'll be one of the founding members on the Community Team. You'll be one the first engulf the FlexiCab brand and help/support department. We would like a fun, energetic individual who'd love helping riders and our FlexiPartners with a range of issues and who'd channel this energy throughout the team as it grows. We want a healthy bridge relationship between both parties, where feedback and response times are treated as a no 1 priority. We like an all hands on deck, free spirit individual!
WHO YOU AREIncredibly empathetic and understanding of both riders and driver partners alike. You will be a powerful advocate for FlexiCab's users and are obsessed with the community experience.
Cool and calm under pressure. You have superior organisational skills, integrity, and great follow-through on tasks.
Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
Word-savvy. You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
Passionate. You love FlexiCab. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand.
Agile. You can move quickly with care. You embrace change and can absorb new information with ease. You have exceptional attention to detail and know how to simplify the most complex of tasks and information.
WHAT YOU’LL DOWork closely with members of the founding team.
Deliver high-quality service across multiple support platforms.
Create and manage content for internal use
Be a passionate advocate for riders, drivers and FlexiPartners while answering any questions that come your way.
Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences.
Build loyalty among new users and get our early adopters to fall in love with FlexiCab all over again.
Triage issues and escalate them when necessary.
Develop and refine scalable policies and processes - Help us grow the support organisation and scale across multiple cities and languages
Respond to complex support issues promptly and develop best practices and best in class collateral on tricky situations.
Communications Team to think through constant improvements for our organisation.
REQUIREMENTSHigh proficiency using computers (typing, quickly navigating between various tools)
Exceptional reading comprehension and writing skills. Must be able to connect what users are asking for with answers to their true issues.
Passion for helping others and creating support experiences that exceed users’ expectations.
Ability to troubleshoot problems and find speedy resolutions.
Skilled at handling multiple issues at once to efficiently solve a large number of enquiries.
Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
Work time will be shift based totalling 40 hours per week.
Weekend work may be required.
You’re an FlexiCab evangelist — you care deeply about the product and getting others excited to ride and partner with FlexiCab.
Previous experience with internal support tools is a plus.
You'll often represent the company on a ground floor level, representing the frontline of support and queries.
10% off all rides with FlexiCab
Friday Pizza and other events!
Salary range £7,000 — 8,000
Options are included
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