Head of Customer Service

pIf youve been looking to join a fastgrowing backed by the same investors as Stripe & Airbnb whose mission is to make a huge positive impact then youve landed on the right job ppWe are looking for a truly highachieving individual who is ready to build an A customer service & support function for the s of nonprofits who are using Percent todayphOur MissionhpOur mission at Percent is to power purpose in every company and nonprofit worldwide We are already working with industry giants such as Google HSBC & TikTok We enable them to quickly and easily build giving into their products whilst facilitating nonprofits to access these innovative new funding streamsppOur donation volume is growing rapidly in we donated $m in $m and this year our mission is to enable over $bn of donations to good causes To achieve this we need youphJoin our hypergrowth startup and make a difference asHead of Customer ServicehpAs a member of a small team of superachievers youll play a crucial role in optimising our customer service experience for nonprofit organisations Through your success in the role youll enable nonprofits to access donations from the worlds best companies enabling them to continue and augment the incredible work they dobrppstrongApply Now and come build a better world with us at Percentstrong phAs Head of Customer Service your mission will be tohpTogether our mission is to create a scaleable highsatisfaction A nonprofit service experience that other outstanding startups will view as truly innovative and successfulppYou will drive the evolution of our nonprofit customer service function to help our nonprofits succeed You will have a team of people ready & a highly supportive executive team to empower you to deliver this missionpullistrongBuild and Optimise Chatbotstrong Collaborate with relevant teams to design and implement an efficient chatbot system for nonprofit customer inquiries with ZendeskliliContinuously improve the chatbots capabilities and automate responses to common querieslilistrongCreate and Maintain Help Centerstrong Develop and manage a comprehensive Help Center to provide users with selfservice resourcesliliWork on reducing inbound support requests by enhancing the Help Centers content and usabilitylilistrongKnowledge Base Ownershipstrong Curate and maintain an uptodate knowledge base that includes information on common customer queries best practices and resourceslilistrongTeam Support and Managementstrong Manage the customer service team of team members providing guidance training and support to ensure highquality customer interactionslilistrongCapacity and Budget Managementstrong Use datadriven insights and reporting to determine the teams capacity and resource requirementslilistrongEscalation Handlingstrong Handle and resolve customer escalations ensuring that complex issues are addressed promptly and effectivelylilistrongVoice of the Customerstrong Act as the internal advocate for customers gathering feedback and insights to drive improvements in our products and servicesliliCollaborate with crossfunctional teams to implement customercentric changesliulhAfter months success will look likehullistrongEfficient Chatbot Implementationstrong Successful design implementation and optimisation of the chatbot system within Zendesk resulting in a significant reduction in inbound customer queries through effective automation and accurate responseslilistrongRobust SelfService Resourcesstrong Establishment of a comprehensive Help Center and knowledge base that reduces the reliance on direct customer support and empowers nonprofit organisations to find answers to their questions independentlylilistrongEnhanced Customer Satisfaction and Team Performancestrong Improved customer satisfaction scores measured through feedback and surveys indicating a high level of customer service qualityliulululul ulhThis role is a perfect match for you if you have substantial experience withhulliProven experience in customer service management with a focus on automation and selfservice solutionsliliProficiency in chatbot development and optimisationliliDemonstrated leadership and team management capabilitiesliliStrong organisational and project management skillsliliExcellent communication and interpersonal skillsliliAbility to analyse data and use it to make informed decisionsliliCustomercentric mindset with a passion for improving customer experienceslilia hrefhttpstwittercomgeorgemackstatuslangenHigh agencyaliliA profound desire to make a positive impact on the world and contribute to a better futureliulululululul ulhBonus points but not required if you have knowledge or love ofhpNonprofit organisations and their unique needspululhWhat you can expect upon joining our teambr hp Salary reviews and share optionsbr Flexible working hoursbr Paid day off on your birthday!br days annual leave plus paid public holidaysbr Paid sick leavebr Paid mental health leavebr Paid wellness leavebr Learning & development budgetbr Percent librarybr Paid days off to volunteer for nonprofit causesbr Parental leavebr UK cycletowork schemebr Were remotefirst but offer a cosy office in central London for those who enjoy the onsite workspace experiencebr and so much more phAbout ushp Feel free to read our a hrefhttpspoweredbypercentcomblogsupersecretplanpartSuper Secret Plan Part a to get a sense of why we do what we do Ready to build a huge organisation and change the world for good strongLets do thisstrongphOUR PLEDGE TO DIVERSITY EQUITY & INCLUSIONhpWe take pride in our diverse and growing team representing nationalities across continents ! Our continued expansion provides us with opportunities to embrace and celebrate different backgrounds perspectives and experiences essential to our success We actively seek and welcome applicants from all walks of life regardless of race religion colour national origin gender sexual orientation age marital status veteran status or disability statusppstrongA team that well represents the world that we are trying to support is a wiser more knowledgeable and stronger one Were excited for you to bring your experience yourself & special a hrefhttpspoweredbypercentcomaboutlemon twista to Percent to propel us forward in striving to create a better world for us allstrongppCheck out our stronga hrefhttpspercentteamtailorcom#jobsCareers Pageastrong for more details!brpulul